📍 Job Overview

Job Title: (Junior) Technical Support Manager:in (all genders)
Company: gridX GmbH
Location: Aachen, North Rhine-Westphalia, Germany
Job Type: Full-Time
Category: Technical Support
Date Posted: 2025-06-11
Experience Level: Entry to Mid-Level
Remote Status: Remote OK (up to 70 days per year)

🚀 Role Summary

Key Responsibilities: Serve as the primary technical contact for B2B customers, analyze and resolve support requests, collaborate with development teams, and improve support processes.
Key Skills: Technical affinity, experience in technical support, strong communication skills in German and English, customer orientation, and teamwork.
📝 Enhancement Note: This role requires a strong interest in renewable energy, energy management, or IoT technologies, and previous experience in technical B2B support is beneficial.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities listed below are tailored to the technical support role, with a focus on web technology aspects such as platform support, customer communication, and issue resolution.
🔑 Platform & Device Support: Be the primary point of contact for B2B customers regarding technical questions and issues related to the XENON platform and connected devices.
🔎 Support Analysis & Resolution: Analyze and classify support requests, and work independently or with development teams to find effective solutions.
📅 Prioritization & Sprint Planning: Manage customer requests, set priorities, and support teams in their sprint planning.
📊 Data Analysis & Remote Maintenance: Analyze measurement data and EMS decisions using tools like Grafana to understand error patterns and support partners in configuring, operating, and maintaining gridX's hardware and software solutions via remote maintenance.
💡 Feedback & Process Improvement: Identify recurring problems and improvement potential, and provide valuable feedback to internal stakeholders to enhance support processes.
🤝 Team Collaboration: Work closely with customer success management, solution engineering, and other internal teams to ensure excellent partner support and maintain a high level of collaboration.
🛠 Tool & Process Development: Actively contribute to the development and improvement of the support team's tools and processes.

🎓 Skills & Qualifications

Education: A technical education or degree in a relevant field is beneficial but not required. Quereinsteiger:innen with relevant experience are welcome to apply.

Experience: Previous experience in technical B2B support, ideally in the software or energy sector, is required. Familiarity with energy systems (e.g., photovoltaic, storage, wallboxes) gained through installation work is a plus.

Required Skills:

Strong interest in renewable energy, energy management, or IoT technologies
Excellent communication skills in German and English (C1 level)
Lateral thinking and analytical problem-solving skills
Customer orientation and service mentality
Teamwork and collaboration skills
Technical affinity and understanding of energy systems

Preferred Skills:

Experience with Grafana or similar data visualization tools
Familiarity with remote maintenance via CMD Line-based applications
Knowledge of energy management systems (EMS) and their decision-making processes
Experience with customer success management and solution engineering

📝 Enhancement Note: The required and preferred skills listed above are tailored to the technical support role, with a focus on web technology aspects such as platform support, customer communication, and issue resolution.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support rather than web development, a web portfolio is not explicitly required. However, demonstrating relevant technical projects or case studies showcasing problem-solving, customer communication, and issue resolution skills can be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between €35,000 and €45,000 per year, based on regional market standards for entry to mid-level technical support roles in the energy sector.

Benefits:

Flexible and mobile working (up to 70 remote working days per year)
30 days of vacation
Sports subsidy (€30 per month)
Health management offers (e.g., Nilo.health)
Personal development budget (€1,500 per year)
Employee discounts (gridX Corporate Benefits)
JobRad offer (bicycle leasing)
Pension contribution (monthly fair contribution)
Public transport ticket subsidy (€30 per month)
Modern workplace with IT equipment of your choice (Apple or Lenovo)
Annual team week and regular team events
Charity donation on your birthday (€20)
Sabbatical option (after a certain period of employment)

🎯 Team & Company Context

🏢 Company Culture

Industry: gridX operates in the energy sector, focusing on renewable energy and energy management solutions.

Company Size: gridX is a growing startup with a team of around 100 employees, offering a dynamic and collaborative work environment.

Founded: gridX was founded in 2016 and has since established itself as a leading provider of energy management solutions.

Team Structure:

The technical support team consists of experienced professionals who work closely with development, product, and other internal teams to ensure excellent customer support.
The team follows Agile methodologies, such as Scrum, to manage projects and collaborate effectively.
Cross-functional collaboration with design, marketing, and business teams is essential for gridX's success.

Development Methodology:

gridX follows Agile/Scrum methodologies for project management, with regular sprint planning, daily stand-ups, and retrospectives.
The company emphasizes code review, testing, and quality assurance to ensure high-quality products.
gridX uses CI/CD pipelines and automated deployment strategies to streamline development processes and maintain a robust infrastructure.

Company Website: https://gridx.ai/

📝 Enhancement Note: gridX's company culture is characterized by a strong focus on innovation, collaboration, and sustainability. The company values diversity, equal opportunities, and work-life balance, creating an inclusive and supportive work environment for its employees.

📈 Career & Growth Analysis

Technical Support Career Level: This role is suitable for entry to mid-level technical support professionals with relevant experience in the energy sector or a related field. The role offers opportunities for career progression within the technical support team or other departments, such as customer success or product management.

Reporting Structure: The technical support manager reports directly to the head of customer success and works closely with the development, product, and other internal teams.

Technical Impact: The technical support manager plays a crucial role in ensuring customer satisfaction and maintaining gridX's reputation for high-quality products and exceptional customer service. By resolving customer issues efficiently and effectively, the technical support manager contributes directly to gridX's success and helps drive the company's growth.

Growth Opportunities:

Career Progression: gridX offers opportunities for career progression within the technical support team or other departments, such as customer success or product management. As the company grows, new roles and responsibilities may become available, allowing employees to advance their careers.
Technical Skill Development: gridX encourages continuous learning and provides resources for employees to develop their technical skills. This includes access to relevant training, workshops, and industry events.
Leadership Potential: As the technical support team grows, there may be opportunities for employees to take on leadership roles, mentoring junior team members and driving the team's strategic direction.

📝 Enhancement Note: gridX's growth opportunities are tailored to the individual's skills, interests, and career goals. The company values internal promotions and provides employees with the resources and support they need to succeed in their roles and advance their careers.

🌐 Work Environment

Office Type: gridX's offices in Aachen and Munich offer modern, collaborative workspaces designed to foster creativity, innovation, and teamwork. The company encourages a flexible and mobile working culture, with up to 70 remote working days available per year.

Office Location(s): gridX's offices are located in Aachen and Munich, with easy access to public transportation and nearby amenities.

Workspace Context:

gridX's offices feature open-plan workspaces, equipped with modern IT equipment and comfortable seating arrangements to support productive and collaborative work.
The company provides employees with the option to choose their preferred IT equipment, either Apple or Lenovo.
gridX encourages cross-functional collaboration and offers various spaces for team meetings, workshops, and informal gatherings.

Work Schedule: gridX operates on a standard full-time work schedule, with core hours between 9:00 AM and 5:00 PM. The company offers flexible working hours and remote work options to accommodate employees' personal needs and preferences.

📝 Enhancement Note: gridX's work environment is designed to support a healthy work-life balance, with a focus on employee well-being, collaboration, and innovation. The company's flexible and mobile working culture enables employees to work from various locations and maintain a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: Applicants will be screened based on their resume and cover letter. gridX values a strong focus on renewable energy, energy management, or IoT technologies, as well as relevant experience in technical support.
Technical Phone or Video Screening: Applicants will be invited for a technical phone or video screening to assess their communication skills, problem-solving abilities, and technical knowledge.
On-site or Remote Interview: Successful candidates will be invited for an on-site or remote interview with the hiring manager and other team members. The interview will focus on the candidate's technical skills, cultural fit, and alignment with gridX's values and mission.
Final Decision: gridX will make a final decision based on the candidate's technical skills, cultural fit, and alignment with the company's values and mission.

Portfolio Review Tips: As this role focuses on technical support rather than web development, a web portfolio is not explicitly required. However, demonstrating relevant technical projects or case studies showcasing problem-solving, customer communication, and issue resolution skills can be beneficial.

Technical Challenge Preparation: gridX may present candidates with technical challenges or case studies to assess their problem-solving abilities, communication skills, and technical knowledge. Candidates should be prepared to discuss their approach to technical challenges, as well as their ability to collaborate with team members and stakeholders to find effective solutions.

ATS Keywords: gridX uses Applicant Tracking System (ATS) software to manage its recruitment process. Candidates should include relevant keywords in their resume and cover letter to ensure their application is properly screened and considered. Keywords may include:

Industry: Energy, Renewable Energy, Energy Management, IoT, Technical Support
Tools: Grafana, Remote Maintenance, CMD Line, Energy Management Systems (EMS)
Skills: Problem-solving, Customer Communication, Issue Resolution, Technical Support, Technical Affinity, Energy Systems
Experience: Technical B2B Support, Energy Sector, Software Sector, Installation Work

📝 Enhancement Note: gridX's interview process is designed to assess the candidate's technical skills, cultural fit, and alignment with the company's values and mission. The company values diversity, equal opportunities, and work-life balance, creating an inclusive and supportive work environment for its employees.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on technical support rather than web development, a detailed technology stack is not explicitly required. However, familiarity with relevant tools, such as Grafana, remote maintenance, and energy management systems (EMS), is beneficial for this role.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: gridX prioritizes customer satisfaction and maintains a strong focus on resolving customer issues efficiently and effectively.
Collaboration: gridX encourages cross-functional collaboration and teamwork, with a strong emphasis on knowledge sharing and continuous learning.
Innovation: gridX values innovation and encourages employees to think creatively and challenge the status quo to drive the company's growth and success.
Sustainability: gridX is committed to promoting sustainability and contributing to a more sustainable future through its products and services.

Collaboration Style:

Cross-functional Integration: gridX encourages collaboration between technical support, development, product, and other internal teams to ensure excellent customer support and maintain a high level of collaboration.
Code Review Culture: gridX follows Agile methodologies, such as Scrum, and emphasizes code review, testing, and quality assurance to ensure high-quality products.
Knowledge Sharing: gridX encourages employees to share their knowledge and expertise with their colleagues, fostering a culture of continuous learning and growth.

📝 Enhancement Note: gridX's team culture is characterized by a strong focus on collaboration, innovation, and sustainability. The company values diversity, equal opportunities, and work-life balance, creating an inclusive and supportive work environment for its employees.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Platform & Device Support: gridX's XENON platform and connected devices may present unique technical challenges, requiring the technical support manager to develop creative and effective solutions to resolve customer issues.
Data Analysis & Remote Maintenance: gridX's customers may require assistance with data analysis, remote maintenance, and other technical support services. The technical support manager must be able to analyze measurement data, understand error patterns, and provide effective solutions to support partners in configuring, operating, and maintaining gridX's hardware and software solutions.
Customer Communication: gridX's customers may have diverse technical backgrounds and require clear, concise, and patient communication to resolve their issues effectively. The technical support manager must be able to communicate complex technical concepts in a simple and understandable manner.
Emerging Technologies: gridX's customers may require support for emerging technologies, such as new energy management systems or IoT devices. The technical support manager must be able to stay up-to-date with the latest developments in the energy sector and provide effective support for these emerging technologies.

Learning & Development Opportunities:

Technical Skill Development: gridX encourages continuous learning and provides resources for employees to develop their technical skills. This includes access to relevant training, workshops, and industry events.
Conference Attendance & Certification: gridX supports employees' professional development by providing opportunities to attend industry conferences, obtain relevant certifications, and engage with the broader energy community.
Technical Mentorship & Leadership: As the technical support team grows, there may be opportunities for employees to take on leadership roles, mentoring junior team members, and driving the team's strategic direction.

📝 Enhancement Note: gridX's challenges and growth opportunities are tailored to the individual's skills, interests, and career goals. The company values continuous learning and provides employees with the resources and support they need to succeed in their roles and advance their careers.

💡 Interview Preparation

Technical Questions:

Platform & Device Support: gridX may ask candidates about their experience with energy management systems, IoT devices, or other relevant technologies. Candidates should be prepared to discuss their approach to platform and device support, as well as their ability to collaborate with team members and stakeholders to find effective solutions.
Data Analysis & Remote Maintenance: gridX may ask candidates about their experience with data visualization tools, such as Grafana, or remote maintenance via CMD Line-based applications. Candidates should be prepared to discuss their approach to data analysis and remote maintenance, as well as their ability to support partners in configuring, operating, and maintaining gridX's hardware and software solutions.
Customer Communication: gridX may ask candidates about their experience with customer communication, particularly in a technical support context. Candidates should be prepared to discuss their approach to customer communication, as well as their ability to communicate complex technical concepts in a simple and understandable manner.

Company & Culture Questions:

Company Values: gridX may ask candidates about their understanding of the company's values, such as innovation, collaboration, and sustainability. Candidates should research gridX's company culture and be prepared to discuss their alignment with the company's values and mission.
Team Dynamics: gridX may ask candidates about their experience working in a team environment, particularly in a technical support context. Candidates should be prepared to discuss their approach to teamwork, collaboration, and knowledge sharing.
Problem-solving: gridX may ask candidates about their approach to problem-solving, particularly in a technical support context. Candidates should be prepared to discuss their ability to analyze complex technical issues, identify root causes, and develop effective solutions.

Portfolio Presentation Strategy:

Technical Project Case Studies: As this role focuses on technical support rather than web development, a web portfolio is not explicitly required. However, demonstrating relevant technical projects or case studies showcasing problem-solving, customer communication, and issue resolution skills can be beneficial.
Customer Testimonials: gridX may ask candidates to provide customer testimonials or references to demonstrate their ability to provide excellent customer support and maintain a high level of customer satisfaction.
Industry-specific Examples: gridX may ask candidates to provide industry-specific examples of their technical support experience, such as their approach to energy management systems, IoT devices, or other relevant technologies.

📌 Application Steps

To apply for this technical support manager position at gridX:

Submit Your Application: Click on the application link and submit your resume, cover letter, and any relevant supporting documents, such as a portfolio or case studies.
Prepare Your Portfolio: Tailor your portfolio to highlight your relevant technical projects or case studies showcasing problem-solving, customer communication, and issue resolution skills. Include any industry-specific examples or customer testimonials to demonstrate your ability to provide excellent customer support.
Optimize Your Resume: Include relevant keywords in your resume and cover letter to ensure your application is properly screened and considered. Keywords may include industry, tools, skills, and experience-related terms relevant to the technical support role at gridX.
Research the Company: Familiarize yourself with gridX's company culture, values, and mission. Be prepared to discuss your alignment with the company's values and your approach to technical support in the context of gridX's products and services.
Prepare for Technical Challenges: gridX may present candidates with technical challenges or case studies to assess their problem-solving abilities, communication skills, and technical knowledge. Be prepared to discuss your approach to technical challenges, as well as your ability to collaborate with team members and stakeholders to find effective solutions.

📝 Enhancement Note: gridX's application process is designed to assess the candidate's technical skills, cultural fit, and alignment with the company's values and mission. The company values diversity, equal opportunities, and work-life balance, creating an inclusive and supportive work environment for its employees.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support, with a focus on energy management systems, IoT devices, and other relevant technologies.
Include energy management systems, IoT devices, and other relevant tools in the technology stack, skills, and experience sections.
Emphasize customer communication, issue resolution, and problem-solving skills in the primary responsibilities, skills, and interview preparation sections.
Address data visualization, remote maintenance, and other relevant technical support aspects in the technology stack, skills, and interview preparation sections.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information only.
Only include Enhancement Notes when making significant inferences about technical support processes, tools, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and technical support-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

Include specific energy management systems, IoT devices, and other relevant tools in the technology stack, skills, and experience sections.
Address data visualization, remote maintenance, and other relevant technical support aspects in the technology stack, skills, and interview preparation sections.
Provide tactical advice for technical support case studies, customer communication, and issue resolution strategies.
Include energy management systems, IoT devices, and other relevant industry-specific examples in the interview preparation section.
Emphasize problem-solving, customer communication, and issue resolution skills in the primary responsibilities, skills, and interview preparation sections.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support, energy management systems, IoT devices, and other relevant industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give technical support candidates a competitive advantage.
Focus on customer communication, issue resolution, and problem-solving skills in the primary responsibilities, skills, and interview preparation sections.

Technical Focus & Portfolio Emphasis:

Emphasize customer communication, issue resolution, and problem-solving skills in the primary responsibilities, skills, and interview preparation sections.
Address data visualization, remote maintenance, and other relevant technical support aspects in the technology stack, skills, and interview preparation sections.
Include energy management systems, IoT devices, and other relevant industry-specific examples in the interview preparation section.
Tailor the portfolio requirements section to highlight relevant technical projects or case studies showcasing problem-solving, customer communication, and issue resolution skills.

Avoid:

Generic business jargon not relevant to technical support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, energy management systems, or IoT devices.

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support candidates seeking their next opportunity and preparing for technical interviews in the energy sector.

(Junior) Technical Support Manager:in (all genders)