Location(s): Darmstadt, Hamburg, Leipzig, Stuttgart
Software AG helps companies to manage and optimize their operations, infrastructure and technology with products that simplify complexity, increase transparency and prepare organizations for change.
Trusted by the world’s best brands for more than 50 years, Software AG’s AI-enabled process intelligence, application development, high-performance database, and strategic portfolio management solutions are used by banks, retailers, manufacturers, governments and more.
Software AG’s Adabas database & Natural development platform are used by the world’s leading organizations to build and deploy high-performance, mission-critical applications for IBM Z®, Linux® and cloud. Governments and businesses (in finance, manufacturing, retail and more) tailor these applications to give their organization a distinct competitive advantage and optimize them to meet the most demanding operational service level agreements. With a pledge to innovate Adabas & Natural to 2050 and beyond, we ensure our customer’s mission-critical Adabas & Natural applications are Future ready. Now.
Be you, join us.
Global Support provides fast, agile, reactive and proactive technical support for our customers, most of whom use Software AG technology in mission-critical business implementations. The division provides support to a variety of large multinational companies via our interconnected global network of experienced engineers, with a primary goal of maximizing customer satisfaction.
As part of the Global Support team, our engineers are the primary interface to Software AG’s customers with technical issues, and they work closely with R&D and other colleagues to ensure customer success. We are currently looking for candidates* for a position in the Adabas & Natural product line.

Essential Functions

• Provide professional, courteous and prompt technical support to customers and internal staff to ensure the highest levels of customer satisfaction
• Research technical issues, using problem-analysis techniques, knowledge base research, problem simulation, cross-functional collaboration, and other skills
• Effectively manage customer escalations associated with complex problems from a technical point of view
• Demonstrate initiative and aptitude in acquiring and improving product skills on SAG products and platforms, as well as supporting technologies.
• Help improve our customer self-service knowledgebase by creating and publishing technical articles
• Set up specialized technical environments to reproduce problems as needed

Minimum Requirements

• You have a Bachelor’s or a higher Degree in Computer Science or working equivalent
• You have proven abilities in a customer service or support role (e.g. direct end user contact or support)
• Several years of Adabas and Natural products experience a plus
• You have in-depth relevant technical knowledge on Mainframe z/OS and/or Windows/Linux operating systems
• You are a problem solver, and welcome the challenge of finding solutions for complex issues
• You are a team player who enjoys working in a stimulating, international environment that offers many opportunities to strengthen your technical skills through a generous training program
• You are adept in collaborating with multi-cultural colleagues and customers, and demonstrate “customer first” commitment in your work
• You are proficient in German and English in written and verbal form

Skills

• In-depth Knowledge of z/OS or Windows/Linux operating systems
• In-depth Knowledge of Adabas and Natural core products a plus
• Knowledge of one or more programming languages, e.g. Natural, JAVA, C++, Cobol, etc. is a strong plus
• Excellent interpersonal and written communication skills
• Strong complex technical problem-solving ability. Ability to effectively prioritize customer problems and manage multiple requests/expectations at once
• Excellent interpersonal and written communications skills. Ability to interact with customers by providing support via phone, web, and email
• In-depth diagnostic and debugging skills

What’s in it for you?

• Earn competitive total compensation and receive comprehensive country-specific medical and other benefits.
• Enjoy time and location flexibility with our Hybrid Working Model, which allows a remote workshare of up to 60%. Work anywhere in your country or abroad for up to 10 days per year.
• Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.
• Lean on the Employee Assistance Program for support during some of life’s most common but difficult challenges.

• Provide professional, courteous and prompt technical support to customers and internal staff to ensure the highest levels of customer satisfaction
• Research technical issues, using problem-analysis techniques, knowledge base research, problem simulation, cross-functional collaboration, and other skills
• Effectively manage customer escalations associated with complex problems from a technical point of view
• Demonstrate initiative and aptitude in acquiring and improving product skills on SAG products and platforms, as well as supporting technologies.
• Help improve our customer self-service knowledgebase by creating and publishing technical articles
• Set up specialized technical environments to reproduce problems as neede