Product Support Engineer (EU) at Jobgether

, , Germany -

Full Time

Start Date

Immediate

Expiry Date

05 Jan, 26

Salary

0.0

Posted On

07 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, SaaS Applications, Mobile Apps, Communication Skills, Problem-Solving, Customer Advocacy, Freshdesk, Zendesk, Jira, Google Suite, Salesforce, Slack, Organizational Skills, Empathy, Professionalism, Multi-Tasking

Industry

Internet Marketplace Platforms

Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Product Support Engineer in the European Union. This role offers the opportunity to work in a fast-paced, customer-focused environment supporting SaaS products and mobile applications. You will be the first point of contact for users, managing inquiries through tickets, live chat, and phone calls while ensuring exceptional customer experiences. The position requires autonomy, problem-solving skills, and technical knowledge to troubleshoot and resolve issues efficiently. You will collaborate with product teams to influence improvements, learn deeply about the product, and advocate for users. This is ideal for candidates who enjoy multi-tasking, continuous learning, and contributing to product excellence in a global, remote-friendly setting. Accountabilities Manage the full ticket lifecycle, investigating and resolving inquiries while clearly communicating solutions to end-users. Utilize support ticketing systems (Freshdesk, Zendesk) to intake, track, and manage technical issues efficiently. Act as a customer advocate internally, providing feedback to influence product enhancements and ensure bug resolutions. Become a subject matter expert on products and industry-specific workflows to deliver best-in-class support. Collaborate with colleagues to share knowledge, resolve complex queries, and maintain quality standards. Handle ~50 inbound inquiries daily, balancing multiple channels including phone, live chat, and ticketing systems. 1+ years of experience in technical support or client services for SaaS applications and iOS/Android mobile apps. Strong communication and interpersonal skills, demonstrating empathy and professionalism in all interactions. Excellent prioritization and organizational skills, capable of managing multiple channels simultaneously. Proven problem-solving ability, conveying complex issues in simple, actionable terms. Passion for building relationships and turning challenging situations into positive outcomes. Familiarity with tools such as Freshdesk, Zendesk, Jira, Google Suite, Salesforce, and Slack is a plus. Self-motivated, proactive, and capable of thriving in a fast-paced, remote-friendly environment. Comprehensive medical coverage for hospitalization and outpatient services. Flexible Time Off policies to support work-life balance. Discretionary incentive bonuses tied to performance. Annual learning and development stipend to support professional growth. Opportunity to work remotely in a collaborative, global team environment. Exposure to innovative products in the veterinary and pet care technology space. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! #LI-CL1

Responsibilities

Manage the full ticket lifecycle, investigating and resolving inquiries while clearly communicating solutions to end-users. Collaborate with product teams to influence improvements and advocate for users.