Global Support Consultant (f/m)

 StepStone ·  07.11.2018 ·  Darmstadt ·  Software AG


When you start your career at Software AG, you will have countless opportunities to get involved personally and help Software AG lead the digital revolution. At Software AG we help organizations respond faster and smarter, innovate with momentum and create the ultimate customer experience. Why Software AG? With more than four decades of software expertise and a global reach in 70 countries, there is no other company poised to lead the digital revolution than Software AG. Join our fast-growing technology company – inventor of the world's first Digital Business Platform – to advance your career.

Global Support Services provides fast, agile and proactive customer support, including Digital Business Platform (DBP) and Internet of Things Analytics (IoT). The division provides 24/7 support to a variety of large multinational companies. The main goal is high customer satisfaction.

As part of the Global Support Team, Global Support Consultants are a primary interface to Software AG's customers with product issues. We are currently looking for candidates (m/f) for a position located in Darmstadt in the DBP and IoT product lines.


Provide professional, courteous and prompt technical support to customers and internal staff with the goal to achieve highest level of customer satisfaction

Independently conduct analysis and research of complex technical customer problems

Find solutions for advanced complex problems

Demonstrate initiative and aptitude to acquiring product skills on SAG product(s) and platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes

Help improve self-service by publishing technical articles to the customer knowledgebase

Setup reference environments to reproduce problem as needed

Provide after-hours coverage as required



You have a Bachelor’s or a higher degree in Computer Science or a related field

You are a problem solver, the more challenging the better!

Typically you would have 2-5 years of relevant industry experience

Your experience in a customer service or support role will be a plus (e.g. help desk, direct end user contact or support

You are a team player and enjoy working in a fun, but challenging environment that offers many opportunities to strengthen your technical skills through a generous training program

You are proficient in German and English


SKILLS


One year or longer experience in object oriented programming, e.g. JAVA, C++, Python,  etc.

Knowledge of Database (Oracle, MySQL, etc.), NoSQL Database, etc. a plus

Knowledge of UNIX / Linux a plus

Strong time management and prioritization skills

Knowledge of Software AG products a strong plus

Excellent interpersonal and written communi­ca­tion skills

Capable diagnostic and debugging skills, particularly ability to analyze java thread dumps, heap dumps, etc. a strong plus




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