Support Engineer - Global Support (m/f/d)
Core
Support engineer for a B2B Performance Management Platform (SaaS), acting as the first point of contact to triage, investigate, and resolve customer issues using AI-powered tools.
Role type
Senior IC support engineer (SaaS)
Builds
Customer support experience and validated AI solutions for financial planning and analysis platforms
Domain
Enterprise Performance Management (EPM) / Financial Planning & Analysis (FP&A) / SaaS
Deliverable
client delivery
Required skills
SaaS technical support, ticket management, case triage, AI solution validation, cloud administration, escalation management, FP&A process knowledge, Windows/Linux systems, web servers, databases, Excel
Preferred skills
EPM/CPM software, business intelligence, Kubernetes, Docker, Azure, ITIL, SRE practices, Salesforce Service Cloud
Technologies
Jedox Cloud, Windows, Linux, Azure, Kubernetes, Docker, Salesforce Service Cloud
Responsibilities
Respond to support tickets within SLAs, triage and classify incoming issues, validate AI-generated solutions, communicate with customers via email/phone/video, implement cloud configuration changes, manage escalations, contribute to knowledge base
Seniority
Mid-level, hands-on IC
