Technical Support Engineer with German at Thomson Reuters

📍 Job Overview

Job Title: Technical Support Engineer with German
Company: Thomson Reuters
Location: Frankfurt, Hesse, Germany & Gdańsk, Pomorskie, Poland
Job Type: Hybrid (2-3 days in the office)
Category: Technical Support & Sales
Date Posted: 2025-06-06
Experience Level: 5-10 years

🚀 Role Summary

Primary Responsibilities: Serve as a trusted advisor to customers, guiding them through pre-sales technical consultations to implementation while offering expert support for complex technical issues.
Key Web Technology Aspects:
- Blend technical expertise with exceptional client relationship management skills.
- Seamless onboarding, solution design, technical sales support, and post-sales issue resolution for Reuters' global clientele, encompassing video, streaming, broadcast, and content delivery solutions.
- Strong understanding of delivery protocols and languages such as XML, SRT, MP4, HSL, IPTC, EXIF, GraphQL, REST, HTML, SSH, JavaScript, and PHP.
- Experience with cloud storage and in-house VMware processes is also beneficial.

💻 Primary Responsibilities

📝 Enhancement Note: The role requires a strong blend of technical expertise and client management capabilities, with a focus on European time zones for seamless communication and service delivery.

Pre-Sales Technical Sales Engagements:
- Partner with sales teams to understand customer needs and design tailored media technology solutions.
- Lead customer technical onboarding from technical discovery sessions to implementation.
- Develop solution proposals and necessary technical documentation to support sales efforts.
- Work closely with product teams to align solutions with customer requirements.
Post-Sales Technical Account Management:
- Act as the primary technical point of contact for assigned customers.
- Conduct regular technical reviews and proactively recommend optimizations for customer deployments.
- Manage open Incidents/Problems for assigned customers ensuring appropriate internal and customer-facing follow-ups are timely and maintained.
- Facilitate customer migrations, upgrades, and special projects in line with the latest Reuters content and delivery best practices.
- Advocate for customer needs internally, collaborating with technology, sales, and product teams to enhance service delivery.
- Monitor service performance, SLAs, and uptime metrics, ensuring compliance with contractual commitments.
- Drive customer adoption, retention, and expansion through strategic engagement and advisory services.
Incident Management & Support:
- Serve as an escalation point for complex technical issues requiring 2nd-level triage.
- Analyze and resolve system integration, content processing, and platform issues.
- Work with technology and product teams to diagnose root causes and implement long-term fixes.
- Contribute knowledge base articles, runbooks, and troubleshooting guides.
- Provide hands-on support for major incidents, ensuring minimal disruption to customer workflows.
- Adhere to service and operating level key performance indicators (KPIs).

🎓 Skills & Qualifications

Education: Bachelor’s degree in computer science, engineering, media technology, or a related field.

Experience: Over 5 years of experience in a relevant role, with experience in a sales environment, preferably in technical sales, is a plus.

Required Skills:

Fluency in English and German (required)
Expertise in fundamental technology and network concepts, as well as IT security best practices.
Strong background in media technology solutions, including video streaming, encoding, digital asset management, and broadcast workflows.
Experience working with cloud platforms (AWS, Azure, Google Cloud) and content delivery networks (CDNs).
Familiarity with video standards, compression technologies, DRM, and OTT platforms.
Ability to work with global virtual teams to deliver projects and resolutions.
Familiarity with Service Management processes such as incident, major incident, problem, and change management is required. Six Sigma or ITIL certifications are a plus.

Preferred Skills:

Experience with cloud storage and in-house VMware processes.
Proficiency in O365, AzureDevOps (ADO), Salesforce and/or ServiceNow.

📝 Enhancement Note: The role requires a strong understanding of media workflows, content distribution systems, cloud-based infrastructure, and emerging industry technologies. The ideal candidate will have a comprehensive understanding of delivery protocols and languages such as XML, SRT, MP4, HSL, IPTC, EXIF, GraphQL, REST, HTML, SSH, JavaScript, and PHP.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong understanding of media technology solutions, including video streaming, encoding, digital asset management, and broadcast workflows.
Showcase experience working with cloud platforms (AWS, Azure, Google Cloud) and content delivery networks (CDNs).
Highlight familiarity with video standards, compression technologies, DRM, and OTT platforms.
Provide examples of problem-solving methods, performance optimization, and scalable web architecture.

Technical Documentation:

Code quality, commenting, and documentation standards.
Version control, deployment processes, and server configuration.
Testing methodologies, performance metrics, and optimization techniques.

💵 Compensation & Benefits

Salary Range: €55,000 - €75,000 per year (based on experience and location)

Benefits:

Hybrid Work Model: 2-3 days in the office, with flexible work arrangements, including work from anywhere for up to 8 weeks per year.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
Career Development and Growth: Grow My Way programming and skills-first approach ensure you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: Comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

🎯 Team & Company Context

🏢 Company Culture

Industry: Media, Information, and Technology

Company Size: Large (26,000+ employees)

Founded: 1981

Team Structure:

Collaborative, global virtual teams to deliver projects and resolutions.
Cross-functional collaboration with design, marketing, and business teams.
Reporting relationships and hierarchy vary depending on the specific role and team structure.

Development Methodology:

Agile/Scrum methodologies and sprint planning for web projects.
Code review, testing, and quality assurance practices.
Deployment strategies, CI/CD pipelines, and server management.

Company Website: thomsonreuters.com

📝 Enhancement Note: Thomson Reuters is a global company with a strong focus on collaboration, innovation, and customer-centricity. The company values a diverse and inclusive work environment, with a culture that emphasizes continuous learning, growth, and professional development.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Technical Support Engineer with a focus on pre-sales technical consultations, solution design, and post-sales issue resolution.

Reporting Structure: Varies depending on the specific role and team structure.

Technical Impact: Significant influence on customer deployments, service performance, and user experience with strategic engagement and advisory services.

Growth Opportunities:

Technical leadership potential with team management and architecture decisions.
Technical skill development with emerging technologies and continuous learning opportunities.
Career progression paths tailored to individual growth and development goals.

📝 Enhancement Note: The role offers significant growth opportunities, with a focus on technical leadership, skill development, and career progression. The ideal candidate will have a strong understanding of media technology solutions, cloud platforms, and content delivery networks, with a desire to grow and develop within the organization.

🌐 Work Environment

Office Type: Hybrid (2-3 days in the office)

Office Location(s): Frankfurt, Hesse, Germany & Gdańsk, Pomorskie, Poland

Workspace Context:

Collaborative workspaces with development tools, multiple monitors, and testing devices available.
Cross-functional collaboration opportunities with design, marketing, and business teams.
Flexible work arrangements, including work from anywhere for up to 8 weeks per year.

Work Schedule: Flexible work arrangements, with a focus on European time zones for seamless communication and service delivery.

📄 Application & Technical Interview Process

Interview Process:

Technical preparation recommendations and coding/configuration assessment focus.
Web architecture expectations and system design discussion.
Web development team interaction and cultural fit assessment.
Final evaluation criteria and technical impact discussion.

Portfolio Review Tips:

Specific tactical advice for web portfolio curation and live demo presentation.
Project case study structure with user experience and technical implementation focus.
Code quality demonstration and responsive design standards for this role.
Company-specific web technology considerations and performance optimization examples.

Technical Challenge Preparation:

Typical web development exercise format and expectations.
Time management and solution architecture for web challenges.
Communication and technical explanation articulation for web concepts.

ATS Keywords: Programming languages (JavaScript, PHP), web frameworks, server technologies (cloud platforms, CDNs), databases, tools (O365, AzureDevOps, Salesforce, ServiceNow), methodologies (ITIL, Six Sigma), soft skills, industry terms (media technology, content distribution, cloud-based infrastructure, emerging industry technologies).

📌 Application Steps

To apply for this Technical Support Engineer with German position:

Submit your application through the application link.
Customize your web portfolio with live demos and responsive examples, highlighting your expertise in media technology solutions, cloud platforms, and content delivery networks.
Optimize your resume for web technology roles, emphasizing project highlights and technical skills relevant to the role.
Prepare for technical interviews by reviewing web development best practices, system design principles, and problem-solving methods.
Research the company's web technology focus and user experience expectations to tailor your application and interview responses.

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

Technical Support Engineer with German