Your job:

Do you recognize challenges before they become problems? Do you think in terms of solutions, structure, and sustainable improvements in support, not just tickets? Do you want to take on responsibility in a growing SaaS company and work smarter with AI tools? 

• You are responsible for the support area and actively develop it further – from processes and procedures to our support offering in the UDI environment.
• You record incoming requests in a structured manner, prioritize them appropriately, and ensure reliable feedback.
• You analyze inquiries and error patterns thoroughly, resolve issues independently, or forward them to the appropriate internal interfaces via the appropriate dispatching system .
• You ensure that tickets are processed transparently, properly tracked, and reliably resolved.
• You keep an eye on SLA specifications and also pay attention to customer-specific requirements.
• You will work closely with colleagues from Consulting, Product and Tech to create sustainable solutions.
• You identify recurring support cases early, derive improvements, and provide structured feedback to Product and Consulting.
• You document solutions, best practices, and relevant knowledge in a usable knowledge base  , thus supporting scalable processes.
• You use AI tools  where they bring real added value — for example, for documentation, analysis, knowledge preparation, or more efficient processes.

Your profile:

• You have experience in technical support, application support, support operations  or customer service with a technical focus in a SaaS-related environment. 
• You have a technical education, e.g. as an IT specialist for application development , or comparable practical experience.
• You understand how software systems  work and can categorize requests, error patterns, and bugs in a structured way.
• You are characterized by an organized, reliable work ethic and a high standard of quality.
• Communicating clearly, acting in a way that is appropriate for the target audience, working proactively, and keeping track of multiple topics is second nature to you.
• You possess fluent German and English skills, as well as the enthusiasm to actively and meaningfully integrate AI tools into your daily work.