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Tech Support Specialist (M/F/D)

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DataGuard

27d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Munich

AI generated summary

  • You need 1-3 years in tech support, strong troubleshooting skills, familiarity with B2B clients, and proficiency in Salesforce, SQL, and Python. German (B2+) and English (B1/2+) required.
  • You troubleshoot client issues, communicate solutions, escalate complex cases, improve workflows, create documentation, handle German calls, and utilize Salesforce, SQL, and Python for technical support.

Requirements

  • 1–3 years of experience in technical support, customer success, or a similar client-facing role, ideally within a SaaS or technology-driven company
  • Comfortable working in a fast-paced, evolving environment with a focus on continuous improvement
  • Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues
  • A proactive problem-solver with a keen eye for process optimization and automation
  • Experience working with B2B clients and understanding their unique needs and challenges
  • Proficiency in tools such as Salesforce, SQL, Python, Bash, or IT networking
  • Ability to collaborate with cross-functional teams, including Product and Engineering, to advocate for customer needs
  • Excellent communication skills in German (B2+) for client interactions and English (B1/2+) for internal collaboration

Responsibilities

  • You troubleshoot and resolve client issues when the platform does not function as expected
  • You build trust with clients by providing clear communication and timely solutions
  • You escalate complex issues to Product & Engineering teams and advocate for customer needs
  • You analyse and improve workflows by identifying manual or repetitive tasks
  • You create and update documentation to streamline processes and enhance the customer experience
  • You handle client calls in German and communicate effectively with internal teams in English
  • You navigate complex product suites and provide expert guidance to business clients
  • You work with Salesforce, SQL, Python, Bash, or IT networking to diagnose and resolve technical issues
  • You optimize processes, automate repetitive tasks, and drive continuous improvement

FAQs

What is the primary role of a Tech Support Specialist at DataGuard?

The primary role involves troubleshooting and resolving client issues, building trust through clear communication, and advocating for customer needs while working with complex product suites.

What qualifications do I need to apply for this position?

You should have 1–3 years of experience in technical support, customer success, or a similar client-facing role, ideally within a SaaS or technology-driven company, along with strong troubleshooting skills and proficiency in tools such as Salesforce, SQL, Python, or Bash.

What languages are required for this position?

You need to have excellent communication skills in German (B2+) for client interactions and English (B1/2+) for internal collaboration.

Will I receive training and support for my professional development?

Yes, you will be supported by a personal training budget and bi-annual feedback cycles to help you develop your skills and advance your career.

What type of clients will I be working with?

You will be working with B2B clients and understanding their unique needs and challenges related to security and compliance.

Are there opportunities for process optimization and automation in this role?

Yes, the role involves analyzing and improving workflows by identifying manual or repetitive tasks and optimizing processes to drive continuous improvement.

Will I be required to collaborate with other teams?

Yes, you will collaborate with cross-functional teams, including Product and Engineering, to advocate for customer needs and enhance the overall customer experience.

What benefits does DataGuard offer?

DataGuard offers benefits such as an EGYM Wellpass membership, monthly financial support for transportation, internet subsidies, relocation assistance, and a flexible working policy.

Does DataGuard have a diverse work culture?

Yes, DataGuard fosters a diverse and inclusive work environment, welcoming individuals regardless of their origin, ethnicity, gender identity, religion, or individual requirements.

How often are company events organized?

Company events are regularly organized, including an annual off-site "Spike week," year-end celebrations, collaborative on-site sessions, and team lunches.

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DataGuard

We are Privacy, InfoSec & Compliance enthusiasts. >3,000 customers use our SaaS solution to build trust & mitigate risk.

Technology
Industry
201-500
Employees
2018
Founded Year

Mission & Purpose

DataGuard is a Compliance software company focused on Data Privacy and Information Security (“InfoSec”). Our core purpose is to protect the people behind the data. As a European leader in the Compliance SaaS category, we enable 3,000+ SMB and Corporate customers to automate and operationalize Privacy, InfoSec, and Compliance (“PIC”) with ease. Our end-to-end SaaS solution drastically reduces the time and money companies spend to comply with regulatory frameworks and obtain infosec certifications such as GDPR, CCPA, ISO 27001. SOC 2 etc. This enables our customers – active in over 50 countries – to focus on their core business, create value through trust and compliance, whilst mitigating risks and preventing breaches. We have about 250 team members globally with offices in Munich, Berlin, London, and Vienna.