Level 2 Technical Support Engineer - Software and Applications

NavVis

5h • Hybrid

About The Position

When people use our technology to "bridge the gap" between the physical and digital worlds, they don’t just capture reality - they create a new one. In this new reality, they are smarter, more productive, more streamlined, and more creative - because they have the digital foundation to build the world they want to live in.
That’s what NavVis offers in all our products and services: the tools to not just map the world as it is, but to pave the way to a better future. To forge something new. Physical or digital, there is only one reality. And it’s the reality NavVis empowers people to build better.
THE OPPORTUNITY
NavVis, one of Germany’s hottest startups, is actively seeking dynamic and driven Support Engineer who is keen to shape the future of our growing US teams.
This exciting opportunity will make you a critical part of our Customer Experience Team. You will be the first point of contact for our customers and partners worldwide, whenever they struggle in using our products. We will enable you to become an expert on our Mobile Mapping Systems, Processing Software and Web Services like IVION. Join the team in solving our customers' issues by investigating and summarizing the most important technical facts, testing known workarounds and finally improving our overall troubleshooting procedures to scale Support to the next level.
If you are eager to use your creativity and technical affinity to strengthen our customer experience, then you just might be the person we are looking for!

Requirements

• A bachelor’s degree in computer science, civil engineering, electrical engineering or similar, preferred
• Previous experience in Customer Support, no matter if from an internship, a working-student position or your full-time professional career
• Your remarkable time-management skills and reaction time will help you juggle a variety of tasks and projects without lowering the bar on quality
• A client-first mindset and drive to go the extra mile will make you a trustworthy agent for our customers
• Your fantastic communication and listening skills will help you succeed not only from a customer perspective but also with internal cross-team stakeholders
• Your strong ability to understand technical details within one or more of these areas will let you succeed in no time:
• Work authorization for the US

Nice To Haves

• Surveying and scanning industry experience is a plus
• Point cloud data, image processing or SLAM algorithms

Responsibilities

• You will be the first point of contact for our customers on multiple channels (phone, email, etc.)
• You will be an expert in the use of our products and educate our customers on best practices
• You will solve known and common issues by using workarounds and fixes described in our internal knowledge base
• You will participate in the on-duty support role, which will help you improve the efficiency of the support team and enhance your leadership skills
• You will take part in the team’s and company’s OKRs
• You will identify severe or high priority issues and efficiently coordinate with specialists
• You will strengthen your team's knowledge by creating new technical articles internally and for our partners
• You will get to actively shape and redefine our team's Support processes to scale with our growing customer base

Benefits

• It's important to take a break from work! We offer 30 days of paid time off per year
• Affordable access to a vast network of fitness and wellness facilities through EGYM Wellpass subsidy
• Deutschlandticket subsidy to support sustainable travel using public transport
• We offer flexible working hours and a hybrid work setup, enabling you to plan your work around your life, and not your life around work!
• We offer full visa and relocation support for international candidates
• An attractive bike leasing model through JobRad, in line with our commitment towards sustainable mobility
• A competitive compensation package that values the skills and experience you bring
• Up to 4000 EUR employee referral bonus
• Financial support for local language classes to help you in your journey of integrating into the culture!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level