Technical Support Engineer - German & English Speaking

Technical Support Engineer

We are looking for a Technical Support Engineer. This is a client facing role supporting both internal and external customers in a fast-paced client focused environment. This role will respond to the challenging needs of our Fortune 1000 and Am Law 200 customers. This role requires that all applicants speak fluent English and German.

An Exterro Technical Support Engineer is a product expert and establishes relationships internally to ensure the highest level of service and quality of our client configured product releases and client support program. This position reports directly to the Director of Customer Support and works cross functionally with the Professional Services and Customer Success teams playing a key role in the excellence and quality of our organization’s service delivery. The ideal person has a broad range of technical knowledge and great troubleshooting skills. Knowledge of E-Discovery or Legal industry and/or Forensics Industry a plus.

All applicants must live in the United Kingdom, and per our customer requirements, must be UK Citizens.

Responsibilities

• Confidently provide responsive and exceptional customer service to new and existing customers.
• Respond to customer issues assigned to you in a timely manner via email, chat, forum requests, and phone as required.
• Deliver remote technical support for Exterro’s products and resolve complex issues in a variety of technical environments.
• Create, review, edit and manage troubleshooting and problem solution information into the CRM system.
• Create and update the corporate knowledge database as needed.
• Gather problem descriptions, log files, configuration data, and analyze them to determine root cause and find solutions.
• Enter detailed information into the ticket tracking system with reference to communications, with customers, partners and internal stakeholders.
• Capture all customer sentiments, actions and steps taken to resolve a ticket.
• Work closely with team members and other internal departments (such as Customer Success, Professional Services, Training, Sales, and Engineering) to successfully troubleshoot and triage support tickets.
• Capture client feedback around product issues and product enhancement efforts.
• Assist with user acceptance testing of new products or product enhancements.
• Perform other duties as assigned.

Requirements

• Must be a citizen of the United Kingdom
• Must speak fluent English and German
• Bachelor’s Degree and a High level of professionalism required
• Minimum 3-5 years of support experience with SaaS and/or On-Prem applications
• E-Discovery and / or Forensics experience is a plus
• Excellent written and verbal communication skills
• Experience with troubleshooting.
• Ability to multi-task between several critical customer situations at the same time.
• Ability to work independently, as well as contributing as a team player.
• Desire to own and solve issues is a must
• Must possess the aptitude and willingness to do what it takes to learn new skill
• Proven ability to facilitate software quality assurance practices.
• Strong documentation skills with Microsoft Office Suite of products.
• Windows, Linux, IBM server hands-on experience preferred.
• Relational databases (like MySQL, SQL Server, or PostgreSQL) and SQL queries hands-on experience preferred.
• Remote support experience assisting end-user and technical support related issues.
• Ability to facilitate an initial root cause analysis and mitigate client escalation quickly.
• Can identify, triage, and/or resolve complex technology issues in an enterprise environment
• Demonstrates communication etiquette.
• Ability to understand customer needs, to “read” the customer and adapt behavior/approach accordingly.

• End user training experience a plus.
• Excellent organizational skills.

Why Exterro?

• Impact: Play a key role in a company at the forefront of data risk management, helping businesses safeguard their data in an increasingly complex digital world.
• Growth Opportunity: Join a rapidly growing organization where there is room for learning, development and upward mobility.
• Culture: Work in an innovative, inclusive, and collaborative environment, where your contributions are valued, and your professional development is supported.

Exterro participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon the successful passing of a background check.