Job
- Level
- Experienced
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 2.420 € Gross/Month
- Location
- Vienna
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you analyze complex 2nd and 3rd level support tickets, document and resolve technical issues, communicate directly with development teams, and actively drive process improvements.
Job Technologies
Your role in the team
- As a Support System Specialist (2nd & 3rd Level), you don't build on existing structures – you create them. You are the interface between Customer Support, Product, and Tech, driving the resolution of complex tickets and actively shaping how we as a team can improve. From day one, you take on real responsibility – with the freedom to set things up in a way that truly makes sense.
- You handle incoming support tickets at 2nd- and 3rd-level, resolve user issues, and maintain communication with the development team.
- You act as a central interface between Customer Support, Product, and Tech - ensuring that critical issues are not lost between the teams.
- You analyze and document error situations, evaluate solution approaches, and create structured bug tickets - including IDM topics.
- You manage the escalation process with Tech and Product until resolution, while maintaining an overview of priorities and SLAs.
- You drive process improvements, build a structured knowledge database, and serve as the Salesforce contact person for the support team.
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Our expectations of you
Qualifications
- Technical affinity and a solution-oriented mindset – you don't think long, but act.
- Fluent in German and English, both written and spoken.
- Structured, analytical working style.
- You communicate proactively, take ownership, and do not wait for others to set priorities for you. You keep multiple topics in view simultaneously, are reliable, and bring genuine team spirit — even when things need to be done quickly.
Experience
- 3 - 4 years of experience in technical support at 2nd and 3rd level - ideally, during this time, you have not only resolved tickets but also actively contributed to building structures and processes.
- Experience with Jira and creating bug tickets.
- Advantage: Experience with SQL databases, Salesforce or scripting skills (e.g., Python, Bash), as well as an ITIL certification.
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What we offer
- We operate in a hybrid model: you can work remotely flexibly, but you are also regularly in our Vienna office several days a week. Personal interaction in the office is an important part of our collaboration.
- We offer you a minimum monthly gross salary of EUR € 2,420 on a full-time basis (IT collective agreement) in accordance with § 9 Abs. 2 Gleichbehandlungsgesetz. The actual salary depends on qualifications and experience.
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Benefits
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
Seven Education
Seven Education, formerly known as Sdui Group, is a European EdTech provider headquartered in Koblenz, Germany. The company offers AI-driven solutions for over 28,000 educational institutions and has experienced significant growth through acquisitions and a major funding round. With over 350 employees, Seven Education focuses on automating administrative processes in schools.
Description
- Company Type
- Startup
- Working Model
- Hybrid, Onsite
- Industry
- Education System
Support System Specialist
- Salary
- from 2.420 € Gross/MonthNet salary converted from the gross salary in the job ad.from 1.874 € net/Month
- Location
- Vienna
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
