Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Vienna
- Working Model
- Onsite
Job Technologies
Your role in the team
- Technical Support Engineers are responsible for managing our customer support desk and parts of our internal service desk.
- Their main focus is to provide 1st level support to our customers.
- In addition, they provide 2nd-level support for more in-depth support cases or are responsible for bringing in the right people and managing communication for all 2nd and 3rd-level support cases.
- Technical Support Engineers work closely with Professional Services, Sales, System Operations, and Product Development to support our customers.
- They maintain direct day-to-day contact with both internal and external stakeholders.
- Their work is essential to ensuring customer satisfaction and is critical for the success of the company.
- Investigate and diagnose technical/non-technical issues reported by users and deliver solutions.
- Interact with customers, professionally and courteously, to understand their issues and provide timely assistance.
- Provide technical guidance and support to users.
- Work independently or collaboratively with other team members to resolve software-related issues.
- Document troubleshooting steps, solutions, and workarounds for common issues to build a knowledge base for future reference.
- Conduct training sessions or create instructional materials to educate users on software functionality, best practices, and troubleshooting techniques.
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Our expectations of you
Education
- Degree or advanced university studies, preferably in IT or a related discipline.
Qualifications
- Familiarity with ticketing systems, remote desktop applications, and help desk software (e.g., Jira).
- Knowledge of basic networking concepts, understanding of Cloud and related services (AWS, Azure).
- Basic shell scripting is a plus.
- Familiarity with OpenID Connect, SAML-based SSO, and LDAP authentication protocols.
- Excellent communication and troubleshooting skills.
- Problem solving and analytical thinking.
- Business proficiency in English. German is a plus.
Experience
- Previous work experience in a comparable position or technical acumen to accommodate the job responsibilities.
- Hands-on experience with Windows/Linux OS environments with a good understanding of computer systems and web applications.
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Benefits
Food & Drink
Work-Life-Integration
Health, Fitness & Fun
Job Locations
Location Vienna
Austria
Topics that you deal with on the job
This is your employer
Semantic Web Company GmbH
Wien
Semantic Web Company is the leader in semantic AI solutions for industrial use. For over 15 years, we have been advancing technology to enable our customers to leverage machine learning, NLP and graph technologies at the core of our semantic technologies.
Description
- Company Size
- 50-249 Employees
- Founding year
- 2004
- Language
- English
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Media, Publishing, Internet, IT, Telecommunication, Science, Research
Dev Reviews
by devworkplaces.com
Total
(1 Review)4.0
Culture
4.0Career Growth
3.8Engineering
4.3Workingconditions
4.0
Technical Support Engineer
- Location
- Vienna
- Working Model
- Onsite
