At d.velop, we build digital services that connect people and simplify business processes. To strengthen our international support team, we are looking for an IT Support Engineer who combines strong technical expertise with a customer-oriented mindset.

In this role, you will be the first point of contact for incidents, bug investigations, and technical troubleshooting for our international customers and partners. You will work closely with Development, Consulting and Service Delivery teams to ensure stable and efficient operation of our software solutions.

What you’ll do:

• Provide 2nd Level Support for customers and partners via phone, email, and remote access
• Handle incidents and service requests through Salesforce and monitoring systems
• Analyze, troubleshoot, and resolve technical issues on customer environments
• Identify root causes using debugging techniques and technical analysis
• Document incidents, solutions, and technical findings in the ticketing system
• Collaborate with Development, Consulting and other technical teams for complex issues
• Support the configuration and installation of d.velop products
• Ensure high customer satisfaction through professional and empathetic communication
• Contribute to continuous improvement initiatives and knowledge sharing

What we’re looking for:

• Experience in IT Support, Application Support or System Administration
• Strong troubleshooting and analytical skills
• Customer-oriented communication style with a calm and solution-focused approach
• Ability to work independently and prioritize tasks effectively
• Passion for technology and continuous learning

Technical skills

Experience with some of the following technologies is highly appreciated:

• Windows Server & Windows Client administration
• Networking fundamentals: TCP/IP, DNS, DHCP, Firewalls
• Databases: MS SQL Server, Oracle, MySQL, PostgreSQL
• SQL queries and database management tools
• Scripting: PowerShell, Batch, Groovy and Bash are a plus
• Web technologies: HTTP protocols, web servers (Apache, IIS), browser behavior
• Monitoring & API tools: Grafana and Postman are a plus
• Security concepts: antivirus, firewalls, secure configurations
• Document Management / ECM systems knowledge is a plus
• Cloud technologies (AWS or similar) are considered an advantage

Nice to have:

• IT degree or completed IT-related training
• Experience with ticketing systems such as Salesforce or ServiceNow
• German language skills are a plus

Benefits:

• Hybrid work
• Flexible benefits (flexible benefits budget with a wide range of options, full freedom of choice, opportunities to save through tax advantages, discounts, offers, and cashback)
• Other benefits (parking, extended holiday plan, medical package and dedicated offers with partners from various fields)
• Constant access to industry conferences and professional events, supported by the company.

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