• Working from your remote home office to provide technical support for employees. • Being available to take ownership of new cases via telephone, email and web • Acting as an internal customer advocate keeping them updated in a timely manner • Ensuring that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. • Contributing new knowledge base articles and maintaining existing articles, ensuring shared knowledge and lessons learned are available to customers. • Drafting and distributing technical notices for internal and external communication. • Prioritising your work in order to accomplish the most important and urgent tasks first • Keeping on learning as our products and services grow and evolve • Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix • Maintaining regular communication and information exchange with the rest of the team, locally and remotely • Identifying and suggesting any opportunities to provide a better service • Participating in a regular weekend working rotation

• Support our customers in the ESM environment • Network management • Act as first contact for technical support, resolving incidents efficiently • Troubleshoot issues in your solution area, escalating complex cases • Communicate effectively with customers and partners on issue status and resolution • Document solutions and contribute to the knowledge base • Work closely with Cloud, Services, Engineering and other internal teams • Support process improvements • Coordinate or escalate major incidents when needed

• Support our customers in the ESM environment • Network management • Act as first contact for technical support, resolving incidents efficiently • Troubleshoot issues in your solution area, escalating complex cases • Communicate effectively with customers and partners on issue status and resolution • Document solutions and contribute to the knowledge base • Work closely with Cloud, Services, Engineering and other internal teams • Support process improvements • Coordinate or escalate major incidents when needed

The Role: Apryse is seeking a skilled and highly motivated Associate Technical Support Engineer with developer experience to join our dynamic team. We are actively changing the way people work with documents by being the graphics engine of choice for thousands of companies world-wide, within virtually all industry verticals. If you are working with documents, there is a chance that Apryse is already working for you. As an Associate Technical Support Engineer focused on our Scanbot SDK products, you will play a crucial role in assisting developers and customers with troubleshooting, issue resolution, and implementation of our document processing products. Your expertise and knowledge will be key to ensuring customer satisfaction and success. In this role, you will be responsible for providing exceptional technical support to our clients and customers, utilizing our software development kits (SDK) and web products with an emphasis on Android, iOS, and cross-platform environments. This is a terrific opportunity to learn all aspects of Apryse’s technology, be a key player in shaping our future product roadmap, while expanding your knowledge and developing your skills spanning the areas of customer service, technical support, and multi-language/platform development, leading to career progression into either development or solution engineer positions at Apryse. For entry-level applicants, we are willing to train the right candidate. Responsibilities: - Provide high-quality technical support to clients and customers regarding our Scanbot and Mobile SDK products, primarily related to Android, iOS, and other mobile/web technologies. - Collaborate closely with the development team to understand the product architecture, features, and functionalities to effectively address customer inquiries and issues. - Assist developers and customers in troubleshooting and resolving complex technical problems related to the SDK integration and usage. - Guide and educate clients in best practices for integrating and utilizing the SDK, ensuring efficient and effective implementation. - Investigate and analyze reported issues, documenting steps to reproduce, and working towards timely resolutions. - Document and maintain a comprehensive knowledge base of common issues, frequently asked questions (FAQs), and solutions for future reference and internal training purposes. - Collaborate with cross-functional teams to escalate and prioritize critical issues, ensuring prompt and satisfactory resolutions. - Continuously stay updated with industry trends, emerging technologies, and best practices related to the Web/Mobile ecosystems, and SDK development, enhancing personal expertise and contributing to team growth. - Actively participate in product improvement initiatives by providing feedback, suggestions, and insights based on customer interactions and experiences. - Contribute to the development of support tools, scripts, and resources to streamline support processes and enhance efficiency. Requirements: - Effective English communication skills, both verbal and written, can convey technical concepts clearly and effectively to technical and non-technical audiences. German language skill is a plus. - Professional degree in Computer Science/Software Engineering or equivalent work experience. - Proven experience in technical support or a similar customer-facing role, ideally supporting SDK products or developer-oriented tools. - Proficiency working with mobile development tools and troubleshooting mobile projects. - Ability to utilize Native Android/iOS, Flutter/React Native/MAUI, and interest in learning - Experience with other programming languages such as JavaScript, Python, related is a plus - Excellent problem-solving skills and the ability to think analytically to resolve complex technical issues. - Customer-focused mindset with a passion for delivering exceptional service and ensuring customer success. - Ability to work independently, manage multiple tasks, and thrive in a fast-paced environment. - Detail-oriented with excellent organizational skills to effectively prioritize and manage support cases. - Flexibility to work occasional evenings or weekends to address critical customer needs. Benefits - Competitive salary commensurate with experience & qualifications. - A comprehensive extended benefits package. - A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential. - Highly autonomous and entrepreneurial environment. - On going support for learning development so you can continue to master your craft. - Work with the hardware you're most comfortable with (Windows or Mac) - Diverse and inclusive workplace where we all learn from each other. - Excellent work-life balance with a flexible remote work environment. Company Description As the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications, at Apryse we are committed to delivering cutting-edge technology solutions that empower our clients to achieve their goals. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler. Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces. Ready to join our team? If you are interested in helping Apryse deliver on its commitments and taking your career to the next level, we invite you to apply online now. Additionally, we view the above section as a guide, not a checklist. We welcome diverse and non-traditional backgrounds and encourage you to apply even if you do not have every requirement listed. We are committed to a work environment that is inclusive to all and free of discrimination. It is our policy to be an equal opportunity employer without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran status, citizenship status or any other factors prohibited by law. Apryse will provide reasonable accommodations for qualified individuals.