Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Gilching
- Working Model
- Onsite
Job Summary
In this role, you are the first point of contact for technical inquiries, categorizing tickets, conducting structured troubleshooting, and assisting customers with licensing and RMA processes, along with basic log analyses.
Job Technologies
Your role in the team
- As a Technical Support Manager (Level 1), you are part of the global support team and serve as the first point of contact for our customers regarding technical inquiries.
- You resolve the majority of requests directly using our knowledge base and manuals, ensure accurate categorization in the ticketing system (Jira), and identify when an issue needs to be escalated to Level 2.
- In doing so, you maintain oversight of the support mailbox, assist with license management, support RMA processes, and help customers with basic log analyses (e.g., based on the Reseller UI manual).
- Your role is intentionally pragmatic: you work in a structured, data-driven, and documentation-focused manner to resolve recurring issues as efficiently as possible, without getting deeply involved in crash analyses or complex engineering topics.
- Handling and prioritization of support requests via email, ticketing system, and occasionally by phone.
- Structured troubleshooting based on the knowledge base and technical documentation.
- Coordination of basic RMA, shipping, and replacement processes.
- Execution of basic log analyses following predefined standards.
- Clarification of licensing topics and verification/management of system access.
- Close collaboration with Customer Success, Sales, Fulfillment, Repair, and Training teams.
- Accurate documentation and maintenance of tickets in Jira.
- Continuous monitoring of the support mailbox to ensure fast response times.
- Active contribution to internal projects and the achievement of OKRs.
This text has been machine translated. Show original
Our expectations of you
Qualifications
- Strong interest in aviation, drones, or other technical products.
- Enjoyment of structured, detail-oriented work with documentation, processes, and digital tools.
- Very good communication skills in German and English (at least B2 level).
- Strong team spirit and motivation to work in a committed, supportive support environment.
Experience
- Completed technical training or relevant experience in an IT, technical, or support-related environment.
- Initial experience with Jira, Confluence, or comparable ticketing and documentation tools is a plus.
This text has been machine translated. Show original
What we offer
- We believe in the power of combined efforts: straightforward tech expertise paired with a customer-centric focus.
- We are industry pioneers who are ambitious, bold, and visionary.
- We push limits, think outside-the-box and strive for technological excellence to shape the future of aerial data.
- We promise to be your runway for individual and professional growth.
This text has been machine translated. Show original
Benefits
Work-Life-Integration
Job Locations
This is your employer
Quantum-systems Gmbh
Quantum-Systems GmbH began focusing on the development and production of autonomous transition aircraft for civilian purposes in January 2015. This was a smart move that has positioned the company as a leader in this growing industry. Autonomous transition aircraft are an important part of the future of aviation, and Quantum-Systems GmbH is at the forefront of this exciting new technology.
Description
- Company Size
- 50-249 Employees
- Language
- English
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Industry, Production, Aviation, Space Travel
Technical Support Manager Level 1
- Location
- Gilching
- Working Model
- Onsite
- Diversity
- Open for all genders
