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Job Title

Support Engineers – German / French


Customer Support




Role Description

Serve as frontline technical resources for customers and partners via phone, email, or the web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and the Web. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional.

Required Skills

  • Responsible for the customer support experience
  • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams (e.g., swarming).
  • Identify cases that require escalation (either technically or strategically).
  • Create and maintain incident management requests for the product group or engineering group.

Qualifications & Certificates

  • Qualifications

    • English Language: confident in reading, writing, and speaking.
    • Fluent in German and French


    • Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron)
    • Understanding of TCP/IP, including CIDR, routing, and DNS
    • Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
    • Knowledge of System Center Configuration Manager or System Management
    • Cloud knowledge
    • Windows networking