Technical Support Operator

Role overview Serve as the first point of contact for customers using network and server protection services. You will clarify reported issues, resolve straightforward problems yourself, and coordinate more complex cases while balancing technical priorities with customer needs. The work also includes occasional system administration and setup assistance, along with basic discussions of plans and pricing.

Responsibilities - Receive customer reports, identify the underlying issue, and determine its urgency. - Troubleshoot problems directly where possible and coordinate with others when further investigation is needed. - Keep customers informed and manage expectations in difficult or time-sensitive situations. - Help with server setup, system administration, and technical debugging as needed. - Explain standard plans and pricing to customers. - Review logs and narrow broad or unclear reports to specific technical causes.

Requirements - Experience in customer support, sales, or team or project coordination. - Practical Linux, server administration, and basic networking skills. - Familiarity with tools such as MTR or traceroute and Grafana, plus general programming concepts. - Ability to interpret logs and extract actionable technical details from customer messages. - Written working proficiency in both German and English. - Basic understanding of network security; advanced kernel or programming expertise is not required.

Nice to have - Strong ability to understand people and handle customer interactions thoughtfully. - Deeper networking experience, including Wireshark, packet tracing, BGP or IGP routing, or DDoS mitigation.

Benefits and work setup - A laptop, general work equipment, and software and AI tools are provided. - The team values candid feedback and identifying practical ways to improve its systems and services.