Job
In this role, you will analyze complex customer inquiries in a ticket-based support system, prepare structured fault diagnostics, and develop efficient processes to standardize our cloud support services.
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Your role in the team
- As an experienced Support Professional (m/f/d), you are familiar with the dynamics of modern cloud and SaaS infrastructures and will take our customer support to the next level.
- You take full responsibility from the outset for complex issues, drive the standardization of our processes, and proactively shape our purely asynchronous support environment.
- With us, you will find the freedom to fully apply your deeper technical expertise and to set strategic impulses.
- Ticket-based working in focus: Qualified reception, classification, and prioritization of complex customer inquiries via our central customer portal.
- You operate within a fully ticket-based, asynchronous support model - completely without a traditional telephone channel.
- Structured error diagnosis: Independent diagnosis and sustainable resolution of complex inquiries based on structured tickets (including error reproduction, precise analysis of Expected vs. Actual, and targeted use of system logs).
- Process Design & Scaling: Consistent application as well as actively writing, optimizing, and automating playbooks, runbooks, and guided workflows to ensure standardized, efficient, and scalable problem resolution.
- Knowledge Management & Self-Service: Active development and strategic maintenance of Knowledge Articles as well as optimization of our Self-Service offerings to specifically reduce recurring standard inquiries.
- Close feedback loop: Close and continuous exchange with our Product & Development team for early identification of error patterns, product gaps, and general optimization potentials.
Our expectations of you
Qualifications
- Solid experience with modern ticketing systems as well as a routine, clean, and traceable documentation of complex cases.
- Strong analytical skills and a structured, methodical approach to reproducible fault diagnosis in cloud infrastructures.
- In-depth technical understanding (e.g., in the areas of APIs, logs, error codes, and complex system configurations).
- The ability and mindset to consistently apply predefined standard processes (such as playbooks and runbooks), but above all to proactively develop and automate them further.
Experience
- Several years of solid experience in ticket-based Customer Support or Application Support in the environment of modern SaaS or Cloud products.
- Nice-to-have: Experience with portal-first approaches, building structured knowledge bases, and working in agile teams (e.g., Scrum or Kanban).
What we offer
- Flexible working time models for more freedom in your daily life.
- Mobile working - we offer you the opportunity to work from home.
- Modern work environment that enables productive and enjoyable work.
- Individual training opportunities for your personal and professional development.
- Sporting and social events that strengthen team spirit.
- Health and sustainability offers that support you and your future.
Benefits
Work-Life-Integration
Health, fitness & fun
Topics you will work on
Job locations
About your employer
Seit 1977 entwickelt die Wilken Software Group mit Hauptsitz in Ulm eigene ERP-Standard-Softwarelösungen für die sichere und effiziente Abbildung betriebswirtschaftlicher Kernprozesse – sei es im Finanz- und Rechnungswesen, der Materialwirtschaft oder der Unternehmenssteuerung.
- 1977
- Digital Agency
- Hybrid, Onsite
- Internet, IT, Telecommunication
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