Company
Technology
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Engineer. Skills: Technical support, VoIP troubleshooting, IP networking, Cloud communication. Manage technical support cases. Resolve technical support cases”
What You'll Achieve.
Ensure timely issue resolution; Ensure effective issue resolution; Ensure system stability; Ensure optimal performance; Strengthen internal knowledge resources; Contribute to continuous service improvement
Industry & Context.
Troubleshooting; Problem-solving; Root cause analysis
What They're Looking For.
Must Have
2nd or 3rd line technical support experience, SIP provisioning expertise, DECT systems expertise, Hardware troubleshooting expertise, Communication platforms expertise, IP networking concepts knowledge, Cloud-based communication solutions experience, Enterprise collaboration technologies experience, Manage complex technical escalations, Analytical troubleshooting skills, Problem-solving skills, Methodical incident management approach, Written communication skills, Verbal communication skills, Explain technical concepts to audiences, Experience working remotely, Collaborate within distributed international teams
Nice to Have
Familiarity with monitoring tools, Familiarity with remote access platforms, Familiarity with log analysis, Familiarity with packet capture tools, Experience creating technical documentation, Experience creating troubleshooting guides, Experience creating knowledge base articles, Experience creating training materials, Previous exposure to retail technology solutions, Previous exposure to managed services environments, Previous exposure to communication platforms, Ability to mentor junior team members, Promote knowledge sharing, Promote best practices
What You'll Do.
Manage technical support cases
Resolve technical support cases
Troubleshoot VoIP issues
Troubleshoot SIP issues
Troubleshoot DECT issues
Troubleshoot hardware issues
Troubleshoot cloud communication issues
Troubleshoot IP networking issues
Validate technical configurations
Support advanced deployment scenarios
Collaborate with engineering teams
Collaborate with product teams
Collaborate with delivery teams
Investigate technical issues
Escalate technical issues
Resolve technical issues
Provide technical guidance
Support first-line support teams
Improve troubleshooting processes
Improve escalation quality
Document recurring issues
Document technical procedures
Document best practices
Support deployment activities
Support technical handovers
Support operational readiness
Communicate with stakeholders
Enhance support workflows
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Support teams; Engineering teams; Delivery teams; Distributed international teams
Communication Scope
Technical documentation; Incident communication
Full Job Description
## Description This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Germany. This is an excellent opportunity for a skilled technical support professional to play a key role in maintaining the reliability and performance of advanced communication and retail technology solutions. Working within a fast-growing, international environment, you will take ownership of complex escalated issues, ensuring customers receive timely and effective resolutions. The role combines deep technical troubleshooting with cross-functional collaboration, offering exposure to VoIP, networking, cloud communications, and hardware technologies. You will work closely with support, engineering, and delivery teams while contributing to knowledge sharing and continuous service improvement. This position is ideal for someone who enjoys solving challenging technical problems, supporting mission-critical systems, and making a direct impact on customer success. ## Accountabilities Manage and resolve complex 2nd and 3rd line technical support cases for customers and internal stakeholders, ensuring timely and effective issue resolution. Troubleshoot and diagnose VoIP, SIP, DECT, hardware, cloud communication, and IP networking issues across a variety of customer environments. Validate technical configurations and support advanced deployment scenarios, ensuring system stability and optimal performance. Collaborate with engineering, product, and delivery teams to investigate, escalate, and resolve technical issues requiring deeper analysis. Provide technical guidance and support to first-line support teams, helping improve troubleshooting processes and escalation quality. Document root causes, recurring issues, technical procedures, and best practices to strengthen internal knowledge resources. Support deployment activities, technical handovers, and operational readiness initiatives where adva
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