We prioritise mobility concepts and strive to offer our talent as much flexibility as possible. We provide a hybrid working model within Germany, plus the option to work from abroad for up to 30 days per year. However, we would love to meet you in the office at least once to four times per month.
THE ROLE & THE TEAM
The overall objective of the technical support team is to improve the reliability of the service provided to customers. You will play a key role in our 2nd level support function by ensuring that incidents experienced by customers, or that are identified internally relating to our customer integrations, are addressed promptly and effectively within SLAs. You will support increasing the reliability of our platform by performing detailed root cause analyses, proposing improvements to the application, and managing this as input into our product development processes accordingly.
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
You and your team are responsible for maintaining our SaaS applications.
You work in a second-level tech support team alongside professionals and support with the communication between customer-facing first-level support and engineering teams.
You monitor account performance and work on tickets in a proactive manner to action and resolve issues in accordance with customer-agreed SLAs and processes.
You perform detailed root cause analysis in collaboration with other teams, and recommend and implement changes to processes and products within Tradebyte to reduce the number of recurring incidents.
You document incidents and resolutions to assist colleagues and ensure visibility between internal teams and departments.
WE’D LOVE TO MEET YOU IF
You’re eager to join the out-of-hours team and ensure urgent customer issues are addressed within the agreed SLAs.
You’re passionate about supporting the development of effective monitoring and alerting systems to prevent incidents and ensure smooth customer integrations.
You thrive on building and maintaining strong working relationships with both development and business teams.
You actively share insights on current working methods and lessons learned from other parts of the business to help improve the role and team.