📍 Job Overview

Job Title: Technical Support Specialist, German Speaking
Company: SOTI
Location: Galway, Ireland (Hybrid)
Job Type: Full-Time
Category: Customer Support & Services
Date Posted: 2025-05-30
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: On-site/Hybrid

🚀 Role Summary

Provide Post-Sales Technical Support: Troubleshoot and resolve customer issues via phone and email.
Collaborate with Internal Teams: Work closely with stakeholders to diagnose and resolve technical problems.
Improve Customer Experience: Communicate effectively with customers, update them on progress, and strive to meet service standards.
Leverage Technical Expertise: Utilize your understanding of computer networking, Windows OS, and mobile computing platforms to troubleshoot and solve customer queries.

📝 Enhancement Note: This role requires a strong technical foundation and excellent communication skills to provide superior customer service in a fast-paced, agile environment.

💻 Primary Responsibilities

Technical Support: Provide telephone and email-based post-sales technical support for SOTI's software products.
Issue Investigation: Diagnose and troubleshoot customer-reported issues, working collaboratively with internal stakeholders to see through to resolution.
Progress Updates: Keep customers informed about the status of their queries and provide timely responses.
Customer Experience Enhancement: Strive to improve customer experience by addressing their concerns promptly and effectively.
Device Usage: Utilize various devices to reproduce customer environments and troubleshoot issues further.

📝 Enhancement Note: Success in this role depends on strong problem-solving abilities, adaptability, and a customer-centric mindset.

🎓 Skills & Qualifications

Education: A degree or diploma in Computer Networking, Information Technology, Computer Science, or a related technical field.

Experience: 1-2 years of relevant experience (exceptional candidates may be considered with less experience).

Required Skills:

Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting).
Proficiency in modern Windows client (e.g., Windows 10, Windows 11) and server operating systems (e.g., Windows Server 2019, Windows Server 2022).
Knowledge of mobile computing platforms (Android, iOS).
Strong problem-solving abilities, teamwork, and adaptability.
Excellent verbal and written communication skills in German and English (additional Nordic languages are a plus).

Preferred Skills:

Experience with database management systems (such as SQL Server) and virtualization technologies (like VMware or Hyper-V).
Familiarity with SOTI's software products.

📝 Enhancement Note: Candidates with experience in a similar support role or relevant internships will have an advantage.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: €30,000 - €40,000 per annum (based on experience and market research for Galway, Ireland).

Benefits:

A dynamic and innovative work environment with endless opportunities for growth and learning.
Competitive salary and benefits package.
Global reach with the chance to work with leading tech giants and emerging technologies.

Working Hours: 40 hours per week, with flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: Salary range is estimated based on market research for Galway, Ireland, and may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: SOTI is a global leader in mobile and IoT device management solutions, providing endpoint security, management, and analytics to organizations worldwide.

Company Size: Medium-sized company with a global presence and a strong focus on innovation and growth.

Founded: 1993, with a rich history in mobile device management and a commitment to driving technology forward.

Team Structure:

The Technical Support team works closely with other departments, including Product Management, Engineering, and Sales, to ensure customer satisfaction and drive product improvement.
The team consists of experienced support professionals who collaborate to resolve complex customer issues and enhance the customer experience.

Development Methodology:

SOTI follows an Agile development methodology, fostering a fast-paced, collaborative environment that encourages continuous innovation and improvement.
The company values open communication, teamwork, and a customer-centric approach to drive success.

Company Website: https://www.soti.net/

📝 Enhancement Note: SOTI's company culture emphasizes personal growth, continuous innovation, and fun, providing an engaging work environment for technical professionals.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an entry to mid-level position within the Technical Support career path, focusing on post-sales technical support and customer issue resolution.

Reporting Structure: The Technical Support Specialist reports directly to the Technical Support Manager and works closely with other support team members, as well as internal stakeholders from various departments.

Technical Impact: The role has a direct impact on customer satisfaction and product improvement by addressing customer issues, gathering feedback, and collaborating with internal teams to enhance SOTI's software products.

Growth Opportunities:

Career Progression: With experience and strong performance, candidates can advance to senior support roles, team lead positions, or explore other career paths within SOTI, such as Product Management or Engineering.
Skill Development: The role offers opportunities to learn and develop technical skills, gain experience with various software products, and improve communication and problem-solving abilities.
Technical Leadership: As the role evolves, candidates may have the opportunity to mentor new team members, provide technical guidance, and contribute to process improvements.

📝 Enhancement Note: Career growth at SOTI is driven by individual performance, initiative, and a commitment to continuous learning and improvement.

🌐 Work Environment

Office Type: SOTI's Galway office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Galway, Ireland (Hybrid work arrangement with on-site and remote work options).

Workspace Context:

The office features open-plan workspaces, meeting rooms, and breakout areas to support collaboration and communication.
Employees have access to modern equipment, tools, and resources to perform their jobs effectively.
The work environment encourages cross-functional team interaction, knowledge sharing, and continuous learning.

Work Schedule: The role follows a standard 40-hour workweek, with flexibility for project deadlines and maintenance windows. The hybrid work arrangement allows for a balance between on-site collaboration and remote work.

📝 Enhancement Note: SOTI's work environment is designed to support the growth and success of its employees, with a focus on collaboration, innovation, and work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the role, company culture, and initial fit.
Technical Assessment: A hands-on assessment to evaluate your technical skills, problem-solving abilities, and customer support mindset.
Behavioral Interview: A discussion-focused interview to assess your communication skills, teamwork, and adaptability.
Final Interview: A meeting with the Technical Support Manager to discuss the role, team dynamics, and next steps.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (Relevant keywords will be integrated naturally throughout the job description)

📝 Enhancement Note: The interview process is designed to evaluate your technical skills, problem-solving abilities, and cultural fit within the SOTI team.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer needs and strive to exceed their expectations.
Collaboration: Work closely with internal teams to resolve customer issues and drive product improvement.
Continuous Learning: Stay up-to-date with the latest technologies and best practices to enhance your technical skills and support capabilities.
Adaptability: Embrace change and adapt to new tools, processes, and customer needs in a fast-paced environment.

Collaboration Style:

Cross-Functional Integration: Work closely with other departments, such as Sales, Engineering, and Product Management, to address customer concerns and drive product improvement.
Code Review Culture: Collaborate with team members to review and learn from each other's approaches to troubleshooting and issue resolution.
Knowledge Sharing: Actively participate in team meetings, training sessions, and workshops to share your expertise and learn from your colleagues.

📝 Enhancement Note: SOTI's Technical Support team values open communication, teamwork, and a customer-centric approach to drive success in a fast-paced, agile environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Troubleshoot and resolve complex customer issues that may require creative problem-solving and collaboration with internal teams.
Emerging Technologies: Stay up-to-date with the latest mobile and IoT technologies to provide effective support for SOTI's software products.
Customer Expectations: Manage customer expectations by communicating effectively, setting realistic timelines, and delivering on promises.

Learning & Development Opportunities:

Technical Skill Development: Enhance your technical skills by working on diverse customer issues, learning from colleagues, and participating in training opportunities.
Product Knowledge: Gain a deep understanding of SOTI's software products and their features to provide effective support and drive product improvement.
Leadership Development: Develop your leadership skills by mentoring new team members, contributing to process improvements, and driving team success.

📝 Enhancement Note: SOTI offers numerous opportunities for technical and professional growth, driven by individual initiative, performance, and a commitment to continuous learning.

💡 Interview Preparation

Technical Questions:

Networking Principles: Demonstrate your understanding of the OSI model, network protocols, and subnetting.
Windows Operating Systems: Showcase your proficiency in modern Windows client and server operating systems, as well as your ability to troubleshoot and resolve technical issues.
Problem-Solving: Present a structured approach to troubleshooting and resolving technical problems, with a focus on customer support and communication.

Company & Culture Questions:

Customer Support Mindset: Explain your approach to customer support, emphasizing your commitment to customer satisfaction and continuous improvement.
Teamwork: Describe your experience working in a team environment and your ability to collaborate with internal stakeholders to resolve customer issues.
Adaptability: Discuss your ability to adapt to new tools, processes, and customer needs in a fast-paced, agile environment.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Prepare for the interview by researching SOTI's products, company culture, and the Technical Support team's values and priorities.

📌 Application Steps

To apply for this Technical Support Specialist, German Speaking position at SOTI:

Submit your application through the SOTI careers page.
Tailor your resume and cover letter to highlight your relevant experience, technical skills, and customer support mindset.
Prepare for the phone screen, technical assessment, and behavioral interview by reviewing the job description, researching SOTI's products and company culture, and practicing your problem-solving and communication skills.
Follow up with the hiring manager after the final interview to express your interest in the role and reiterate your qualifications.

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

Technical Support Specialist, German Speaking