• Provide 2nd and 3rd line support for the INSTANDA SaaS platform, triaging, troubleshooting, and investigating client-raised issues with a goal of resolving them independently whenever possible. • Communicate clearly and proactively with clients, keeping them updated on progress and outcomes. • Demonstrate curiosity and ownership by investigating issues to their root cause and contributing to long-term fixes, not just immediate resolutions. • Collaborate cross-functionally with Product Configuration, Engineering, and DevOps teams when escalations or defects require deeper investigation. • Proactively monitor and act on system alerts (e.g., Pingdom, Azure Alerts), identifying trends or patterns and suggesting improvements. • Contribute to our internal and client-facing knowledge bases, documenting findings and best practices with clarity and precision. • Support the continuous improvement of internal support processes, tools, and standards. • Bring a detail-oriented, structured approach to all work, ensuring consistency and reliability for clients and teammates alike.

• Analyzing and evaluating requirements and proposing high level design and technical solutions to issues that arise from internal and external customer issues. • Analyzing solutions to ensure that they will be interoperable, performant and maintainable. • Working with Tier1 support team to diagnose and correct issues raised in customer incidents. • Collaborating with coredev and client solutions teams to ensure any fixes from the support team meet core and customer technical/architectural requirements. • Support the mentoring of Tier 1 Service Desk staff and other developers on technical guidelines, functionality, debugging, performance and operational procedures and troubleshooting techniques and serve as their technical mentor. • Participate in major incident response teams. • Ensure relevant documentation and frameworks are maintained and up-to-date. • Research technologies that will be used in new and existing modules of the solution. • Ability to analyze and solve problems, identify issues and apply or implement solutions. • Break down work for other team members and be the go-to person for project issues/status. • Analyze solutions to ensure that they are interoperable, performant and maintainable. • Comply with the privacy, security and confidentiality policies.

• Kompetente Stimme für nationale und internationale Kunden und Partner in Deutsch und Englisch • Technische Tickets eigenverantwortlich und strukturiert lösen • Projektleitern den Rücken frei halten und System-Inbetriebnahmen optimal vorbereiten • Kundendaten im CRM-System sauber und aktuell halten • Wissen teilen und internen Wissensdatenbank aktiv mit aufbauen

Role Description We’re looking for a Remote Technical Support Analyst who loves solving problems and providing exceptional customer experiences. You’ll be the first line of technical assistance for our clients, helping troubleshoot issues, guiding users, and ensuring smooth operation of our systems. If you enjoy helping people and making technology work for them, this role is perfect for you. Key Responsibilities - Respond to technical inquiries via email, chat, and phone in a timely and professional manner. - Troubleshoot software, hardware, and network issues for clients or internal teams. - Document incidents, solutions, and knowledge base articles to improve support processes. - Collaborate with engineering and IT teams to escalate and resolve complex technical issues. - Maintain a positive and proactive approach to customer service. - Identify recurring technical problems and suggest process improvements. Qualifications - Proven experience in technical support, IT helpdesk, or related roles. - Strong problem-solving skills and ability to troubleshoot technical issues remotely. - Excellent verbal and written communication skills. - Familiarity with Windows, Mac, and common business software. - Knowledge of networking, cloud services, or SaaS platforms is a plus. - Comfortable working independently in a remote environment and managing multiple priorities. Benefits - Fully remote role with flexible scheduling. - A collaborative, supportive, and fun team culture. - Opportunities for growth and professional development. - Competitive salary and benefits package.