Job description:
Technical Support Engineer I
We are looking for a Technical Support Engineer I to join our Global Technical Support team.
In this role, you will be the first point of contact for our customers, primarily IT professionals, helping them get quick answers, troubleshoot issues, and make the most of our PRTG monitoring solutions.
You will focus on 1st-level support, resolving common technical questions and working closely with senior engineers on more complex cases.
YOUR TASKS
- Provide 1st-level technical support to our international customers via ticket system, chat, and phone
- Troubleshoot and resolve common product and configuration issues related to PRTG
- Gather relevant information (logs, screenshots, system details) to support issue resolution
- Escalate more complex issues to 2nd-level support with clear documentation and context
- Assist customers with setup, configuration, and general product usage
- Collaborate with global support teams across EMEA, Americas, and APAC
- Contribute to knowledge base articles and documentation to improve self-service support
- Deliver a high-quality customer experience by communicating clearly and empathetically
YOUR PROFILE
- Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)
- 3+ years of experience in technical support, IT operations, or system administration
- Experience working in a ticket-based support environment (e.g., Freshdesk, Zendesk, ServiceNow, Jira, etc.)
- Basic understanding of networking concepts and protocols (e.g., SNMP, WMI, SSH, TCP/IP)
- Familiarity with Windows/Linux environments and general IT infrastructure
- Strong problem-solving skills and a structured approach to troubleshooting
- Customer-focused mindset with the ability to communicate technical topics clearly
- Fluent in English; German is a plus
- Interest in monitoring, networking, and learning new technologies
NICE TO HAVE
- Experience supporting monitoring, observability, or infrastructure tools (e.g., PRTG, Nagios, Zabbix, SolarWinds)
- Familiarity with virtualization and cloud environments (e.g., VMware, AWS, Azure, GCP)
- Exposure to network devices and systems (e.g., Cisco, firewalls, switches, storage systems like NetApp)
- Basic scripting or automation skills (e.g., PowerShell, Bash)
- Experience using and contributing to knowledge bases or self-service documentation
- Understanding of ITIL principles or support best practices (incident, problem, change management)
- Experience working with log files, system diagnostics, and basic troubleshooting tools
- Comfort working in a global support model with distributed teams and time zone collaboration
- Exposure to chat-based or real-time support channels in addition to ticketing systems
