Responsibilities

Manage and coordinate the flow of support cases across our product portfolio
Streamline and enhance the handling process of support cases to improve efficiency
Maintain proactive communication with all stakeholders, including customers, ensuring they are regularly updated on status and progress
Ensure developers receive all necessary information to effectively resolve cases
In collaboration with Sales, Professional Services, Support, and Product Management, define and prioritize the order in which cases are processed
Monitor and ensure compliance with KPIs
Organize and lead regular sync meetings between support and development teams
Compile and present key information for high-level status meetings, including those with customers

Your profile

Completed IT education, degree, or an equivalent qualification
Several years of experience in third-level IT support
Project management experience is an advantage
Familiarity with agile working environments is desirable
Fluent in English; fluency in German is a plus
Strong organizational skills, effective communication, and a collaborative mindset

What We Offer