Technical Support Manager Tier 1 (m/f/d)

As a Technical Support Manager (Tier 1), you are part of the global support team and serve as the first point of contact for our customers regarding technical inquiries. You resolve the majority of requests directly using our knowledge base and manuals, ensure accurate categorization in the ticketing system (Jira), and identify when an issue needs to be escalated to Tier 2. In doing so, you maintain oversight of the support mailbox, assist with license management, support RMA processes, and help customers with basic log analyses (e.g. based on the Reseller UI manual).

Your role is intentionally pragmatic: you work in a structured, data-driven, and documentation-focused manner to resolve recurring issues as efficiently as possible, without getting deeply involved in crash analyses or complex engineering topics.

What is your Day to Day Mission:

• Handling and prioritization of support requests via email, ticketing system, and occasionally by phone

• Structured troubleshooting based on the knowledge base and technical documentation

• Coordination of basic RMA, shipping, and replacement processes

• Execution of basic log analyses following predefined standards

• Clarification of licensing topics and verification/management of system access

• Close collaboration with Customer Success, Sales, Fulfillment, Repair, and Training teams

• Accurate documentation and maintenance of tickets in Jira

• Continuous monitoring of the support mailbox to ensure fast response times

• Active contribution to internal projects and the achievement of OKRs