IT/Tech Support and Technical Operations Specialist

Role Overview

As an IT/Tech Support and Technical Operations Specialist, you will serve as the key technical liaison connecting our customers, the support team, and the product & development departments. You will monitor and analyze the performance of our IoT solutions in the field, provide technical assistance, and ensure our internal teams utilize digital tools like HubSpot and Microsoft 365 efficiently.

Key Responsibilities

• Provide second-level technical support by analyzing and evaluating incoming technical queries.
• Develop solution strategies and recommendations for customers and internal teams.
• Assist the support team in classifying and prioritizing cases based on technical details.
• Document recurring issues and drive improvements based on these insights.
• Establish and maintain an internal knowledge base with technical information.
• Monitor quality and functionality of the IoT device fleet.
• Support testing of new features, firmware updates, and product enhancements.
• Participate in developing automated monitoring and quality control processes.
• Collaborate closely with development, product, and support teams.
• Administer and optimize key internal tools, including HubSpot CRM and Microsoft Teams/SharePoint/Outlook.
• Provide technical assistance to the team regarding tool usage and other IT-related queries.
• Manage user accounts, permissions, and workflows within tools.
• Identify and implement improvements for digital work processes.

Qualifications

• Proficient knowledge administering Microsoft 365 tools, including Teams, SharePoint, Exchange/Outlook, and user access management.
• Experience managing office IT infrastructure, including user devices, networks, tool access, and fundamental IT security topics.
• Background in technical support and familiarity with ticket/helpdesk software such as HubSpot, JIRA, or Linear.
• Strong analytical and organized working approach.
• Excellent communication skills and enthusiasm for working with customers and colleagues.
• Good command of both German and English languages.

What to Expect

• A multifaceted position combining IT support, technical analysis, and operations responsibilities.
• Significant autonomy in building processes and monitoring systems.
• Collaboration with product, development, and support teams on an equal footing.
• Access to modern tools, flexibility, and a motivated and appreciative team culture.
• A growing technology company where your ideas make a tangible impact.