Take ownership of complex customer support issues.
Drive the standardization of processes and the design of the support environment.
Receive, classify, and prioritize complex customer inquiries in a qualified manner.
Independently diagnose and provide sustainable resolutions to challenging requests through structured tickets.
Actively write, optimize, and automate playbooks, runbooks, and guided workflows.
Build and strategically maintain knowledge articles and optimize self-service offerings.
Maintain close and ongoing collaboration with the Product & Development teams to identify error patterns and product gaps.

Several years of solid experience in ticket-based customer support or application support for modern SaaS and cloud products.
Proven experience with modern ticketing systems and consistent, clear, and traceable documentation of complex cases.
Strong analytical skills and a structured, methodical approach to reproducible fault diagnosis in cloud infrastructures.
Deep technical understanding (e.g., APIs, logs, error codes, and complex system configurations).
The ability and mindset to consistently apply predefined standard processes (such as playbooks and runbooks) and, above all, to proactively further develop and automate them.
Nice-to-have: experience with portal-first approaches, building structured knowledge bases, and working in agile teams (e.g., Scrum or Kanban).

Flexible working time models to give you more freedom in your daily life
Remote work — we offer the possibility to work from home
Modern work environment that enables productive and comfortable work
Individual training and development opportunities for your personal and professional development
Sports and social events that strengthen team spirit
Health and sustainability offerings that support you and your future

Wilken Software Group

Open Positions (1)