📍 Job Overview

Job Title: Technical Support Engineer - German Speaker
Company: WalkMe
Location: Dublin, Dublin, Ireland
Job Type: Full-time, Hybrid (On-site 3 days a week)
Category: Technical Support, Customer Success
Date Posted: June 24, 2025
Experience Level: Intermediate (2-5 years)
Remote Status: On-site (3 days a week)

🚀 Role Summary

Customer-Focused Support: Serve as the primary point of contact for WalkMe's customers, providing prompt and effective solutions to technical issues.
Product Expertise: Develop deep knowledge of WalkMe's products and features to advise customers and promote self-sufficiency.
Collaborative Problem-Solving: Work closely with customers to understand their goals and apply best practices for optimal use of WalkMe's solutions.
Continuous Improvement: Innovate and propose ideas to enhance the overall customer experience and contribute to the knowledge base.

📝 Enhancement Note: This role requires a strong customer focus, technical aptitude, and excellent communication skills to succeed in a dynamic, customer-centric environment.

💻 Primary Responsibilities

Customer Communication: Engage with customers via email, live chat, and screen shares to understand and resolve technical issues.
Product Knowledge: Develop expertise in WalkMe's products and features to provide accurate and timely solutions to customers.
Problem-Solving: Utilize diagnostic tools, application logs, and browser developer tools to troubleshoot and resolve technical issues.
Customer Success: Collaborate with customers to achieve their goals and ensure project success throughout the customer lifecycle.
Knowledge Sharing: Contribute to WalkMe's knowledge base and customer community to enhance the overall customer experience.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work independently and in a team environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience: 1.5+ years of experience in software support, customer service, or a related role.

Required Skills:

Fluency in English and German (verbal and written)
Proficiency in HTML, jQuery, and CSS
Strong problem-solving skills with a customer-first approach
Experience in various communication formats (written, live chat, conference calls, in-person)
Ability to grasp and articulate new technologies quickly
Independent and teamwork capabilities
Poise and articulation in challenging customer interactions

Preferred Skills:

Experience with digital adoption platforms or similar software
Familiarity with Agile methodologies
Knowledge of JavaScript frameworks (e.g., React, Angular)
Experience with customer success or account management

📝 Enhancement Note: While not required, experience with digital adoption platforms or similar software, as well as familiarity with JavaScript frameworks, can be beneficial in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through case studies or examples of resolving technical issues.
Showcase customer-focused approach through examples of successful customer interactions or projects.
Highlight technical expertise by providing examples of code snippets, debugging processes, or application logs analysis.

Technical Documentation:

Documented examples of troubleshooting processes, including steps taken, tools used, and resolution outcomes.
Case studies or project documentation demonstrating customer success and project goals achievement.

📝 Enhancement Note: As this role focuses on technical support and customer success, a portfolio showcasing problem-solving skills, customer interactions, and technical expertise is essential.

💵 Compensation & Benefits

Salary Range: €42,700 - €56,000 per year

📝 Enhancement Note: The salary range for this role is based on market research for technical support roles in Dublin, Ireland, and adjusted for the candidate's experience level.

Benefits:

Competitive total rewards package, including bonus and benefits opportunities.
Collaborative, innovative, and accountable work environment focused on Diversity, Equity, and Inclusion (DEI).

Working Hours: 40 hours per week, Monday to Friday, with on-site presence required 3 days a week.

🎯 Team & Company Context

🏢 Company Culture

Industry: WalkMe is a leader in the digital adoption industry, enabling organizations to measure, drive, and act to maximize the impact of their digital transformation and accelerate the return on their software investment.

Company Size: Medium-sized company with over 2,000 clients, including more than a third of Fortune 500 companies.

Founded: 2012

Team Structure:

Technical Support team, reporting to the Support Manager.
Collaborative, cross-functional teams working with sales, marketing, and product development.
Global presence with offices in Dublin, Ireland, and San Francisco, California.

Development Methodology:

Agile methodologies for product development and customer success processes.
Collaborative problem-solving and continuous improvement approach.

Company Website: WalkMe

📝 Enhancement Note: WalkMe's company culture emphasizes collaboration, innovation, and accountability, fostering an environment where every employee has the opportunity to achieve success.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an intermediate-level position, focusing on customer support, problem-solving, and customer success. It provides an excellent opportunity to develop technical expertise and customer-focused skills.

Reporting Structure: The Technical Support Engineer reports directly to the Support Manager and collaborates with cross-functional teams, including sales, marketing, and product development.

Technical Impact: This role has a direct impact on customer satisfaction, product adoption, and customer retention, contributing to WalkMe's overall success.

Growth Opportunities:

Progression to senior technical support roles or team leadership positions.
Transition to other customer success or account management roles within the organization.
Opportunities for professional development, including training, certifications, and conference attendance.

📝 Enhancement Note: This role offers various growth opportunities, allowing candidates to develop their technical and customer success skills and advance their careers within WalkMe.

🌐 Work Environment

Office Type: Hybrid work environment with on-site presence required 3 days a week at the Dublin SAP office.

Office Location(s): Dublin, Ireland

Workspace Context:

Collaborative workspace with access to multiple monitors and testing devices.
Cross-functional interaction with sales, marketing, and product development teams.
Flexible work schedule with project deadline and maintenance window considerations.

Work Schedule: Full-time, Monday to Friday, with on-site presence required 3 days a week.

📝 Enhancement Note: WalkMe's hybrid work environment encourages collaboration and cross-functional interaction, fostering a dynamic and innovative workspace.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A phone or video call to assess communication skills, language proficiency, and basic technical knowledge.
Technical Assessment: A hands-on task or case study to evaluate problem-solving skills, diagnostic tool usage, and customer-focused approach.
Final Interview: A conversation with the Support Manager and/or other team members to discuss team fit, career aspirations, and answer any questions.

Portfolio Review Tips:

Highlight problem-solving skills and customer-focused approach through case studies or examples of successful customer interactions.
Demonstrate technical expertise by providing examples of code snippets, debugging processes, or application logs analysis.

Technical Challenge Preparation:

Familiarize yourself with WalkMe's products and features, as well as common technical issues and troubleshooting processes.
Brush up on your HTML, jQuery, and CSS skills, as well as your ability to use diagnostic tools and browser developer tools.
Prepare examples of successful customer interactions or projects that showcase your customer-focused approach and problem-solving skills.

ATS Keywords: (Organized by category)

Programming Languages: HTML, jQuery, CSS, JavaScript
Tools: Diagnostic tools, browser developer tools, application logs
Methodologies: Agile, customer success, account management
Soft Skills: Problem-solving, communication, customer focus, teamwork
Industry Terms: Digital adoption, customer success, customer retention, technical support

📝 Enhancement Note: WalkMe's interview process focuses on assessing candidates' technical skills, problem-solving abilities, and customer-focused approach, as well as their team fit and cultural alignment.

🛠 Technology Stack & Web Infrastructure

Support Tools:

WalkMe's internal ticketing system and customer relationship management (CRM) platform.
Diagnostic tools, browser developer tools, and application logs for troubleshooting and issue resolution.
Collaboration tools, such as Slack and Microsoft Teams, for internal communication and teamwork.

Customer Platforms:

WalkMe's digital adoption platform, including Guided Experiences, ShoutOuts, and Analytics.
Third-party software and applications used by WalkMe's customers.

📝 Enhancement Note: Familiarity with WalkMe's digital adoption platform and common third-party software used by customers is essential for success in this role.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer needs and strive to provide the best possible support experience.
Problem-Solving: Approach technical challenges with a proactive and innovative mindset, always seeking the most effective solutions.
Collaboration: Work closely with cross-functional teams to ensure customer success and drive product adoption.
Continuous Learning: Stay up-to-date with the latest technologies, best practices, and industry trends to enhance your technical expertise and customer-focused skills.

Collaboration Style:

Cross-Functional Integration: Collaborate with sales, marketing, and product development teams to ensure customer success and drive product adoption.
Code Review Culture: Regularly review and discuss technical issues, troubleshooting processes, and best practices with team members.
Knowledge Sharing: Contribute to WalkMe's knowledge base and customer community to enhance the overall customer experience.

📝 Enhancement Note: WalkMe's technical support team values a customer-focused, collaborative, and continuous learning approach to drive customer success and product adoption.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Manage customer expectations by providing accurate and timely solutions, as well as clear communication throughout the support process.
Technical Complexity: Troubleshoot and resolve complex technical issues, often working with multiple teams and stakeholders to identify and implement effective solutions.
Time Management: Balance multiple customer support tickets, prioritize tasks, and meet Service Level Agreements (SLAs) while maintaining a high level of customer satisfaction.

Learning & Development Opportunities:

Product Expertise: Deepen your understanding of WalkMe's products and features through training, documentation, and hands-on experience.
Technical Skills: Enhance your technical skills, including HTML, jQuery, CSS, and diagnostic tool usage, through workshops, online courses, and self-study.
Customer Success: Develop your customer success skills, including communication, problem-solving, and account management, through workshops, mentorship, and on-the-job training.

📝 Enhancement Note: WalkMe's technical support role offers various challenges and growth opportunities, allowing candidates to develop their technical and customer success skills and advance their careers within the organization.

💡 Interview Preparation

Technical Questions:

Customer-Focused Approach: Describe a challenging customer interaction and how you resolved the issue, ensuring customer satisfaction and project success.
Problem-Solving: Walk through a complex technical issue you've encountered and explain the troubleshooting process, tools used, and resolution outcome.
Technical Expertise: Demonstrate your proficiency in HTML, jQuery, CSS, and diagnostic tools by providing code snippets, examples, or case studies.

Company & Culture Questions:

WalkMe's Products: Explain how you would use WalkMe's digital adoption platform to improve customer onboarding, project success, and renewal rates.
Customer Success: Describe your approach to customer success and how you would ensure customer satisfaction and retention throughout the customer lifecycle.
Team Fit: Explain how your technical skills, customer-focused approach, and collaboration style would contribute to WalkMe's technical support team and overall success.

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to engage the interviewer and highlight your problem-solving skills, customer-focused approach, and technical expertise.
Case Studies: Present case studies or examples of successful customer interactions, demonstrating your ability to resolve technical issues and drive customer success.
Technical Deep Dive: Provide a detailed walkthrough of a complex technical issue, including the troubleshooting process, tools used, and resolution outcome.

📝 Enhancement Note: WalkMe's interview process focuses on assessing candidates' technical skills, problem-solving abilities, and customer-focused approach, as well as their team fit and cultural alignment.

📌 Application Steps

To apply for this Technical Support Engineer - German Speaker position:

Submit your application through the WalkMe careers page.
Customize your resume and portfolio to highlight your problem-solving skills, customer-focused approach, and technical expertise.
Prepare for the technical assessment and interview process by familiarizing yourself with WalkMe's products, features, and common technical issues.
Research WalkMe's company culture, values, and mission to ensure a strong cultural fit and alignment with your career aspirations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with WalkMe before making application decisions.

Technical Support Engineer - German Speaker