Job
In this role, you handle incoming customer tickets, perform initial technical analysis, reproduce issues, and closely collaborate with development teams for incident resolution and documentation improvement.
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Job technologies
Your role in the team
- Initial assessment and classification of incoming customer tickets.
- Assessment of severity, impact, and urgency.
- Plausibility check based on available system information.
- Independent initial technical analysis wherever possible.
- Reproduction of reported errors in test environments.
- Documentation of error patterns and symptoms.
- Handover and coordination with the responsible development teams.
- Clarification of questions and requirements for further analysis.
- Follow-up on the progress of the solution.
- Classification into SLA categories and escalation levels.
- Regular review and adjustment of ticket priorities.
- Escalation of critical incidents to the responsible departments.
- Proactive status updates to clients at defined intervals.
- Professional communication in case of questions and escalations.
- Maintenance of the ticket system (Jira).
- Contribution to the knowledge base and internal documentation.
Our expectations of you
Qualifications
- Basic understanding of software architectures and system environments.
- Knowledge of log analysis and basic fault diagnosis.
- Understanding of database queries (SQL) is an advantage.
- Structured and solution-oriented working style.
- Knowledge of agile software development.
- Strong communication skills (written & verbal).
- High service orientation and customer empathy.
- Stress resistance even during parallel incidents and escalations.
- Self-initiative and willingness for continuous improvement.
Experience
- Experience with ticketing systems (Jira).
Benefits
Work-Life-Integration
Job locations
About your employer
We are a modern IT company with a winning formula: We combine smart solutions with years of experience and extensive expertise. This allows us to create innovative, yet reliable products that our customers love.
- 1997
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
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