Technical Support Engineer (NXJ-221)

Role overview Provide technical support to customers across international markets, guiding cases from first investigation through resolution. The work combines hands-on troubleshooting across customer environments with clear communication, careful prioritisation and coordination with internal technical teams.

Responsibilities - Own support cases through investigation, resolution and follow-up, keeping customers informed and setting clear expectations. - Analyze system behaviour, application and system logs, and diagnostic information to isolate causes; reproduce reported issues where possible. - Assess issue severity and business impact, then prioritize work across multiple open cases. - Work with Customer Success, Engineering, QA, Systems and DevOps colleagues to investigate, escalate and resolve problems. - Record investigation steps, technical findings and outcomes accurately in case documentation.

Requirements - At least two years of experience in technical support, ideally in a customer-facing role. - Practical experience with Windows and Linux, including file-system navigation and basic system operations. - Experience using SQL databases and analyzing application or system logs during troubleshooting. - Experience supporting systems hosted both on premises and in cloud environments. - Ability to investigate complex issues independently and work with technical and non-technical stakeholders. - Experience with Jira and fluent written and spoken English.

Nice to have - PostgreSQL experience or familiarity with Kubernetes, Cloudera, Impala or the Elastic Stack. - Additional language skills, especially German or French.