Experienced Technical Support Engineer with German

📍 Job Overview

• Job Title: Experienced Technical Support Engineer with German
• Company: Ness Romania SRL
• Location: Kosice, Slovakia
• Job Type: On-site
• Category: Technical Support
• Date Posted: 2025-07-08

🚀 Role Summary

The Experienced Technical Support Engineer is a frontline support engineer responsible for providing advanced technical assistance to other TSEs and directly to customers, helping resolve the most challenging issues. This role requires deep technical expertise in our core technologies, as well as at least one other technology specialty. The ideal candidate will have a strong background in telecommunications, networking, and programming, with a focus on VoIP technologies.

💻 Primary Responsibilities

🛠️ Technical Support & Issue Resolution

• Provide expert technical assistance and issue resolution advice to internal co-workers and customers via phone, online, chat, and email.
• Handle the most critical escalations, provide backup for leadership, and actively share insight and feedback on technical and operational issues.
• Train and mentor other TSEs, helping them improve their skills and resolve complex cases.
• Identify broader issues in your specialty and develop and execute plans to correct them, including systemic and chronic issues, process inadequacies, software design and usability problems, training needs, and any other item that reduces success of co-workers and customers.

📚 Knowledge Management & Documentation

• Create and maintain useful knowledge content, and update existing knowledgebase articles using KCS methodology.
• Ensure that troubleshooting guides, best practices, and other documentation for your area of specialty are complete and up to date.
• Maintain consistent and exemplary performance on all behaviors and key performance indicators, modeling high-level achievement for all TSEs across the team.

📣 Communication & Collaboration

• Communicate professionally, assertively, articulately, and friendly in all aspects of your work, building confidence among all customers and stakeholders.
• Encourage productive debate and discussion with colleagues to more thoroughly analyze and resolve problems.
• Lead collaboration activities within the technical support team and with other organizations, ensuring that engagement is in line with the severity of the issue and that resolution is achieved within the SLA.

🎓 Skills & Qualifications

🎓 Education & Experience

• Bachelor’s degree in Computer Science, Business Information Systems, Networking, or a similar field, or equivalent work experience required.
• 3+ years of work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software.
• Minimum of six years of experience working with, and advanced knowledge in, at least one of these technology domains: Contact Center Software, Telecommunications, Computer Networking, Programming and Integrations.

🛠️ Technical Skills

• VoIP Technologies: Expertise in VoIP technologies with deep practical knowledge of SIP, RTP, SDP, SRTP, and related signaling protocols. Proven ability to analyze call flows, packet captures, and media traces to isolate and resolve complex voice-related issues.
• Networking & Telecommunications: Familiarity with enterprise-grade VoIP infrastructure and call control systems, including but not limited to Cisco Unified Communications Manager (CUCM), Microsoft Teams (Voice), Skype for Business, and Session Border Controllers (SBCs).
• Troubleshooting Tools: Skilled in the use of tools like Wireshark, SIP debuggers, SBC and PBX logs, Cisco RTMT, and other network diagnostics to drive resolution and root cause analysis.
• Programming & Scripting: Experience with programming languages, scripting logic development, and integration technologies like REST APIs, SOAP APIs, and log-based fault isolation.
• Databases: Strong background in relational databases such as MSSQL, Oracle, MySQL, MariaDB, and integration technologies.
• CRM Platforms: Experience with CRM platforms like Salesforce.
• Contact Center Management: Advanced knowledge of contact center management concepts including scheduling, reporting, performance management, analytics, and quality assurance methods.

📣 Soft Skills

• Excellent communication, analytical, and problem-solving skills.
• Ability to manage time and priorities in a fast-paced, interrupt-driven environment.
• Demonstrated ability to adapt quickly to change, think critically, and communicate with clarity and purpose in dynamic environments.

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: A comprehensive portfolio showcasing your technical support expertise, including case studies demonstrating your ability to resolve complex VoIP and networking issues. Highlight your problem-solving skills, technical documentation, and customer communication strategies.
• Technical Documentation: Include technical documentation, such as troubleshooting guides, best practices, and knowledgebase articles, that demonstrate your understanding of KCS methodology and your ability to create and maintain useful knowledge content.
• Certifications: Highlight relevant certifications, such as Knowledge Centered Service (KCS) Publisher certification, that demonstrate your commitment to continuous learning and professional development.

💵 Compensation & Benefits

Salary Range: Not specified. Research shows that the average salary for an experienced technical support engineer in Slovakia is around €1,800 - €2,500 per month, depending on the company size and location.

Benefits:

• Access to trainings and certifications
• Bonuses
• Socializing activities
• Attractive compensation

Working Hours: 40 hours per week, with occasional after-hours and weekend work required for critical escalations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology & Software

Company Size: Medium (250-999 employees)

Founded: 1999

Team Structure:

• The technical support team consists of experienced technical support engineers (TSEs) who provide advanced technical assistance to other TSEs and directly to customers.
• The team is organized into smaller groups, each with a team lead responsible for managing resources, setting priorities, and ensuring efficient problem resolution.
• The team works closely with other internal teams, such as Product Management, R&D, QA, and Executive stakeholders, to solve technical challenges.

Development Methodology:

• The team follows Agile methodologies, with regular sprint planning and code reviews to ensure high-quality software and efficient problem resolution.
• The team uses a ticketing system to track and manage customer issues, with a focus on timely resolution and customer satisfaction.

Company Website: Ness Romania SRL

📝 Enhancement Note: Ness Romania SRL is a subsidiary of Ness Digital Engineering, a global technology services provider with a strong focus on delivering innovative, high-quality software solutions. The company values a culture of collaboration, continuous learning, and customer focus, which is reflected in the technical support team's approach to problem resolution and customer satisfaction.

📈 Career & Growth Analysis

Web Technology Career Level: Experienced Technical Support Engineer (5-10 years of experience)

Reporting Structure: The Experienced Technical Support Engineer reports directly to the Technical Support Manager and works closely with other TSEs, team leads, and internal stakeholders to resolve complex issues and improve the overall customer experience.

Technical Impact: The role has a significant impact on the customer experience, as the Experienced Technical Support Engineer is responsible for resolving the most challenging issues and providing expert guidance to other TSEs. The role also influences the development of knowledgebase articles and the improvement of internal processes and procedures.

Growth Opportunities:

• Technical Specialization: The role offers opportunities to develop expertise in specific technology domains, such as VoIP, networking, or programming, and to become a subject matter expert (SME) in those areas.
• Team Leadership: With experience and demonstrated leadership skills, the Experienced Technical Support Engineer may have the opportunity to become a team lead, responsible for managing resources, setting priorities, and ensuring efficient problem resolution.
• Mentoring & Training: The role provides opportunities to mentor and train other TSEs, helping them improve their skills and advance in their careers.

📝 Enhancement Note: The Experienced Technical Support Engineer role at Ness Romania SRL offers a unique opportunity to develop technical expertise, gain leadership experience, and make a significant impact on the customer experience. With a strong focus on collaboration, continuous learning, and customer satisfaction, the role provides an ideal environment for experienced technical support professionals seeking to advance their careers in a dynamic and innovative technology company.

🌐 Work Environment

Office Type: On-site, with a collaborative workspace designed to facilitate team interaction and knowledge sharing.

Office Location(s): Kosice, Slovakia

Workspace Context:

• The technical support team works in an open-plan office environment, with multiple monitors, testing devices, and access to relevant software and tools.
• The workspace is designed to encourage collaboration and knowledge sharing, with regular team meetings and training sessions to ensure that all team members are up-to-date with the latest technologies and best practices.

Work Schedule: The team follows a standard work schedule, with regular hours and occasional after-hours and weekend work required for critical escalations. The team also has the flexibility to adjust their schedules as needed to ensure timely resolution of customer issues.

📝 Enhancement Note: The on-site work environment at Ness Romania SRL is designed to foster collaboration, knowledge sharing, and continuous learning. With a focus on customer satisfaction and technical excellence, the technical support team works together to ensure that all customers receive the highest level of service and support.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit.
2. Technical Assessment: A hands-on technical assessment, focusing on problem-solving skills, VoIP and networking knowledge, and troubleshooting techniques.
3. Final Interview: A face-to-face or video interview with the hiring manager and other team members to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

• Highlight your technical support expertise, including case studies demonstrating your ability to resolve complex VoIP and networking issues.
• Showcase your problem-solving skills, technical documentation, and customer communication strategies.
• Include relevant certifications, such as Knowledge Centered Service (KCS) Publisher certification, that demonstrate your commitment to continuous learning and professional development.

Technical Challenge Preparation:

• Brush up on your VoIP and networking knowledge, focusing on signaling protocols, call flows, and packet capture analysis.
• Familiarize yourself with troubleshooting tools like Wireshark, SIP debuggers, and other network diagnostics.
• Prepare for scenario-based questions that test your problem-solving skills, analytical thinking, and communication abilities.

📝 Enhancement Note: The interview process for the Experienced Technical Support Engineer role at Ness Romania SRL is designed to assess your technical expertise, problem-solving skills, and cultural fit. By preparing thoroughly and showcasing your technical support experience, you can demonstrate your value to the team and increase your chances of success in the role.

📌 Application Steps

To apply for this technical support engineer position at Ness Romania SRL:

1. Customize Your Portfolio: Tailor your portfolio to highlight your technical support expertise, including case studies that demonstrate your ability to resolve complex VoIP and networking issues. Ensure that your portfolio is well-organized, easy to navigate, and showcases your problem-solving skills, technical documentation, and customer communication strategies.
2. Optimize Your Resume: Update your resume to emphasize your technical support experience, relevant skills, and achievements. Include specific examples of your problem-solving skills, technical expertise, and customer service experience.
3. Prepare for Technical Assessment: Brush up on your VoIP and networking knowledge, focusing on signaling protocols, call flows, and packet capture analysis. Familiarize yourself with troubleshooting tools like Wireshark, SIP debuggers, and other network diagnostics. Prepare for scenario-based questions that test your problem-solving skills, analytical thinking, and communication abilities.
4. Research the Company: Learn about Ness Romania SRL's company culture, values, and mission. Understand their focus on collaboration, continuous learning, and customer satisfaction. Prepare questions to ask during the interview that demonstrate your interest in the company and the role.

🚨 Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.