Senior Support Engineer

Summary

Join HiveMQ's Support team as a Senior Customer Support Engineer and become the primary problem-solver for our customers, ensuring a seamless experience. You will lead escalations for larger clients, actively improve processes, provide hands-on support to key accounts, and drive innovation using cutting-edge technologies. You'll be the first point of contact for customer requests, collaborate with internal teams, and proactively enhance our products and documentation. This role requires occasional on-call support and a commitment to exceptional customer service. HiveMQ offers separate compensation for on-call support.

Requirements

• A passion for identifying and solving complex problems
• A friendly demeanour and you are confident in person and via phone or email
• The ability to adapt to constant development and mastering new technologies
• A self starter attitude and you are able to work independently
• At least 5 years’ experience in technical support in the field of information technology
• Experience in leading communications during a customer escalation
• Basic knowledge of object oriented programming
• Solid understanding of network technologies
• Knowledge of Linux systems
• Experience with container technologies such as Docker and Kubernetes
• Willingness to fully understand all aspects of HiveMQ technology and services
• Willingness to support HiveMQ customers on site or through on-call support (separate compensation)

Responsibilities

• Support different, larger customers during escalation processes in a leading role
• Be actively involved in evaluating and possibly improving existing processes
• Provide hands-on support to our key-customers in order to help them overcome technical challenges
• Be directly involved in enabling innovation for companies using cutting-edge technologies
• Be the first point of contact and process requests from existing and prospective customers through multiple channels
• Work in close cooperation with our quality assurance, test, and developer teams
• Proactively improve our products and documentation
• Independently acquire the technical know-how to understand the typical challenges of our customers step by step and are in constant exchange with the HiveMQ core developer team
• Occasionally be on-call, in line with our shift work routine
• Stay calm and friendly, even if our customers confront you with an elevated stress level
• Be dedicated to providing exceptional customer support to HiveMQ customers and are always willing to go the extra mile

Preferred Qualifications

• Java programming experience
• Experience with cloud platforms such as AWS, Azure, or GCP
• Distributed systems knowledge

Benefits

Separate compensation for on-call support