Remote Technical Support Engineer

Summary

The job description is for a Technical Support Engineer - Tier II role based in Germany. The role involves providing technical support for Self Service kiosk, mobile application, and online products, troubleshooting issues, documenting incidents, collaborating with internal teams, and participating in product training and knowledge sharing.

Requirements

• Demonstrated, fluent verbal and written English and German language skills
• Strong technical, technological, and analytical skills required
• Thorough Knowledge on Microsoft Windows Platform (devices and drivers), Microsoft Office and Network communication
• Experience troubleshooting Windows OS, Apple iOS and Android apps, Android and Apple Apps common user navigation issues
• Advanced troubleshooting and resolution skills required in: Internet technologies; TCP/IP networking and wireless solutions; database (SQL); Log Review
• Highly self-disciplined, self-motivated, organized. Ability to work independently with a minimum amount of supervision in a fast-paced environment, while effectively managing multiple tasks
• 2-3+ years’ experiencing providing technical support

Responsibilities

• Provide technical support for Self Service kiosk, mobile application, and online products – US and International customers
• Experience Troubleshooting for internal, external customers and some third party entities; diagnose root causes to problems, and expeditiously identify and provide resolution
• Appropriately research, package and escalate to Tier III if necessary
• Document all product-related incidents accurately and completely using Salesforce CRM
• Review escalated incident reports, identifying recurring problems and pro-actively keep customers updated on issue status, including resolution
• Communicate and collaborate cross-functionally with Tillster’s Product, Software Engineering, Quality Assurance, Project Management, and other internal teams to expedite resolution to customer-reported product issues
• Actively participate in product training and knowledge sharing among technical support team members, and others
• Be part of building and updating an Knowledge Base
• Very comfortable providing customers with technical support via phone, email, written and remote computer communications spanning product installation, operation, and maintenance

Preferred Qualifications

Point of Sale (POS) interface, configuration management and support experience (such as Micros, Xpient, Par, SICOM/Xenial, Aloha/Radiant POS)

Benefits

• Health insurance. : Tillster pays the premium for employee private health insurance. Employees have the option to add their spouse/dependents at the employee’s cost
• Holidays:. local/municipal holidays in accordance with applicable German Labor laws, dependent on your employment start date
• Vacation:. Based on German Labor Laws
• Education, Learning & Development. : We offer Udemy Learning cour ses; and ongoing learning and development opportunities