Customer Support Engineer

🕒 June 9

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Wilken Software Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚡ Energy

Healthcare • Energy

Wilken Software Group is a technology partner that has been developing tailored solutions since 1977 for medium and large enterprises in the key areas of society: energy, healthcare, and social services. Headquartered in Ulm, the company boasts a team of over 600 experts across six locations in Germany, Switzerland, and Spain, providing technologies, products, services, and knowledge to equip organizations and companies for the demanding challenges of today. Wilken's mission is to connect technologies, people, and visions in order to contribute to a secure and livable future.

📋 Description

• Take ownership of complex customer support issues. • Drive the standardization of processes and the design of the support environment. • Receive, classify, and prioritize complex customer inquiries in a qualified manner. • Independently diagnose and provide sustainable resolutions to challenging requests through structured tickets. • Actively write, optimize, and automate playbooks, runbooks, and guided workflows. • Build and strategically maintain knowledge articles and optimize self-service offerings. • Maintain close and ongoing collaboration with the Product & Development teams to identify error patterns and product gaps.

🎯 Requirements

• Several years of solid experience in ticket-based customer support or application support for modern SaaS and cloud products. • Proven experience with modern ticketing systems and consistent, clear, and traceable documentation of complex cases. • Strong analytical skills and a structured, methodical approach to reproducible fault diagnosis in cloud infrastructures. • Deep technical understanding (e.g., APIs, logs, error codes, and complex system configurations). • The ability and mindset to consistently apply predefined standard processes (such as playbooks and runbooks) and, above all, to proactively further develop and automate them. • Nice-to-have: experience with portal-first approaches, building structured knowledge bases, and working in agile teams (e.g., Scrum or Kanban).

🏖️ Benefits

• Flexible working time models to give you more freedom in your daily life • Remote work — we offer the possibility to work from home • Modern work environment that enables productive and comfortable work • Individual training and development opportunities for your personal and professional development • Sports and social events that strengthen team spirit • Health and sustainability offerings that support you and your future