Technical Support Engineer (m/f/x)

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Would you like to put your technical skills to the test? Do you desire a real start-up culture with the backing of strong investors and want to become part of a young team of experts? Then you’ve come to the right place! We are sovity – a startup with a big vision!

We turn companies into pioneers in data exchange and enable them to derive added value from their data while retaining full control over their data: #DataSovereigntyAsAService.

To support our customers in using our products and to strengthen customer relationships, we are looking for YOU!

As a Technical Support Engineer, you will be the central point of contact for our customers’ technical concerns. Your primary focus will be handling and analyzing incidents as part of incident management. You will drive in-depth error analysis and effectively resolve issues in our cloud-based SaaS solution.

Depending on the nature and complexity of customer inquiries, you will collaborate with experienced colleagues from various departments—whether from development, the infrastructure team, or other specialists—to develop solutions. With your skills and experience, you may also take on the leadership of our Service Desk and the Service Desk team in the future.

Your responsibilities:

• Prioritizing and handling incoming customer incidents
• Analyzing and resolving incidents in our cloud and SaaS services
• Coordinating between customer support and technical teams for issue resolution
• Regularly reviewing and improving existing support processes
• Expanding an existing knowledge base for troubleshooting or enhancing customer documentation
• Ensuring an excellent customer experience through high-quality solutions
• Proactively engaging with our customers to build strong relationships
• Developing strategies to improve customer retention and satisfaction
• Contributing product improvements and customer requirements to Customer Success Management and Product Development

• At least 2 years of professional experience in a technical support or engineering role, as a cloud engineer, or as a system integrator
• Successfully completed training or degree in application development, system integration, business/service informatics, or a comparable qualification
• Technical proficiency: Ideally, you have experience with tools like Grafana, Kubernetes, Docker, Java, REST APIs, Azure, GitHub, or Postman
• Structured thinking & problem-solving skills: You identify patterns in complex issues and quickly find the right solution
• Customer focus: Strong customer and service orientation, combined with high-quality standards
• Communication skills: Excellent communication skills in German and English, with a confident and professional demeanor
• Curiosity & willingness to learn: Motivated to quickly acquire knowledge about new components and understand their interconnections
• Motivation to help shape a young startup and take ownership of results
• Proactivity & hands-on mentality: You proactively identify problems and tackle tasks with a hands-on approach to develop effective and practical solutions

As a startup, we place great value on agility, diversity, trust, and open communication. Our team consists of highly motivated employees who are passionate about their work!

• Extensive knowledge base & experienced team: You’ll benefit from an established knowledge base and support colleagues who are always there to assist you.
• Work environment: Choose your device (MacBook, Lenovo, etc.), 3 monitors, adjustable desks.
• Startup culture: Flat hierarchies, agile work, and opportunities to contribute to shaping the company.
• State-of-the-art AI tools: We use AI to work smarter—GitHub Copilot, ChatGPT, and other innovative technologies and automations. New tools and technologies are always welcome!
• Equity in the company (employee share program: VESOP)
• Flexible working hours & hybrid work: You decide when and where you’re most productive.
• Casual startup culture with regular team events & an open feedback culture
• Buddy system for personalized onboarding
• Mate, sparkling water, coffee, cold hops drinks, fruit, and sweets

Send us your resume (CV) and optionally, your work and degree certificates via email. We look forward to hearing from you!

Sebastian Opriel | CTO | sovity GmbH
LinkedIn: https://linkedin.com/in/sebastianOpriel