Technical Support Analyst
Ready to combine technical problem-solving with meaningful societal impact? Join Synmatch AI's client as a Technical Support Analyst with an internationally operating software company that develops specialized solutions for organizations preserving and making accessible knowledge, culture, and history. Their customers include museums, archives, libraries, and renowned institutions worldwide.
This is not classic first-level support. You'll analyze complex technical challenges, work yourself into diverse customer environments, and develop sustainable solutions alongside customers and internal teams. The role offers a steep learning curve across varied system landscapes, databases, server environments, and configurations with deep insights into how international organizations operate.
Our client connects modern technology with genuine societal value, working in an international environment with teams and customers across multiple continents. They're expanding their Technical Support team and seeking someone who enjoys solving problems, recognizing patterns, and accompanying customers on their path to success.
What you will do as a Technical Support Analyst...
Technical Support: Provide technical support for existing customers in German-speaking and international environments
Complex Problem Analysis: Analyze and resolve complex technical inquiries and support tickets beyond simple troubleshooting
System Diagnostics: Perform error analysis across software, database, and system environments
Bug Documentation: Document and track bugs with close collaboration with development teams
Reproduction Steps: Create clear, reproducible steps and technical descriptions for issue resolution
Testing: Test solutions and releases before deployment in customer environments
Configuration Support: Assist with configurations, customizations, and technical questions
Knowledge Management: Build and maintain documentation and knowledge bases for team and customer use
Improvement Identification: Identify optimization potential and relay customer feedback to relevant teams
International Collaboration: Work with international teams across support, delivery, and development
What we are looking for...
IT Background: IT education or comparable technical experience in relevant environments
Support Experience: Previous work in technical support, software support, or similar analytical roles
Structured Approach: Methodical, structured, and independent working style
Problem-Solving Orientation: Enjoyment analyzing technical problems and developing solution-oriented approaches
Self-Organization: Ability to set priorities and organize workday independently
Growth Mindset: Open to feedback and committed to continuous learning
Customer Communication: Comfortable communicating with customers and explaining complex topics clearly
Language Skills: Very good German and English proficiency (written and spoken)
Helpful experience with:
SQL and databases
Windows Server or Azure environments
UNIX / Linux
Scripting languages
XML, XSLT, or JavaScript
ITIL-based support processes
Interest in cultural, educational, or knowledge institutions is a plus but not required.
Benefits and perks...
Meaningful Work: Support organizations preserving knowledge, culture, and history for future generations
International Collaboration: Work with colleagues and customers across multiple countries as part of a global team
Steep Learning Curve: Diverse products, customer environments, and technical challenges with continuous professional development
Creative Freedom: Actively shape documentation, processes, and best practices-your ideas are welcome
Technical Diversity: Work with varied technologies, databases, server environments, and system landscapes
Flexible Environment: Ideally based near Mulheim an der Ruhr; 100% remote possible for strong candidates. Onboarding includes time at the Dutch office to meet the international team
