At Nexus, part of French IN Groupe, we secure the new society that emerges in the ever-expanding world of digital transformation. By challenging ourselves to go further and do better, we’re developing technology for high-demand global clients. Nexus’ Smart ID solutions and IoT platforms are changing how we perceive trusted identities. Do you want to be a part of our journey?
Konstantin Erkenswick, our Head of Technical Support, is looking to strengthen the team with a talented German-speaking Technical Support Engineer (full-time, m/f/d) to join our office in Karlsruhe in a hybrid-remote working set-up for third-line support.

QUALIFICATIONS

• IT, Computer Science, Engineering, or other highly technical background.
• Ideally, 2-3 years of experience in a customer support function or direct customer-facing technical role.
• Experience with networks and databases (SQL, MSSQL, Oracle, AD, LDAP, Linux).
• Strong programing skills, ideally with knowledge of Java
• Fluent German and very good English.Experience with PKI and IT Security is a plus but not required—we’ll be glad to show you how cool these concepts are!

NOT SURE YOU MEET 100% OF THE QUALIFICATIONS?

At Nexus, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying.
Transparency, security, and trust are the core of our company; therefore, the final candidate will be subjected to a background check before training.
Please submit your CV in English or German.

• Advanced Technical Support: Deliver third-line support to customers and partners across multiple channels, including instant messaging, emails, and phone calls. Handle highly complex technical solutions where no two issues are alike, requiring in-depth problem-solving and tailored solution support.
• Problem Ownership & Resolution: Take full responsibility for support tickets, ensuring timely responses and delivering high-quality, professional solutions.
• Customer Needs & Technical Solutions: Translate customer requirements into technical solutions, advising customers and partners on product use and applications.
• Proactive Problem Solving: Enhance customer experience by identifying potential improvements to Nexus products and providing feedback to the organization.
• Understanding Product Application: Develop a strong understanding of how Nexus products are used in real-life scenarios, including both their advantages and limitations.
• Collaboration with Cross-Functional Teams: Work closely with engineering and sales teams to escalate complex customer queries and ensure proper alignment between customer needs and product capabilities.
• Feedback to Product Development: Provide continuous feedback to internal teams on potential product improvements and areas for enhancement based on customer interactions.