Technical Support Specialist, level 1 - (Bilingual - German Speaking)

📋 Description

• • Be the first line of defense for 17,000+ enterprise customers who rely on SOTI’s award-winning Mobile Device Management (MDM) platform to keep millions of devices secure, compliant and productive. Every ticket you touch has direct impact on global supply chains, healthcare workflows, retail operations and field services that depend on flawless mobility.
• • Own the complete post-sales support experience for German-speaking clients across DACH and beyond. You will field inbound calls, e-mails and portal tickets, reproduce complex customer environments on Android, iOS and Windows endpoints, and shepherd each case from initial symptom to verified resolution—often under strict SLA clocks.
• • Master SOTI’s full technology stack: MobiControl, SOTI XSight, SOTI Connect and SOTI Identity. You will dig into SQL Server logs, dissect network traces, tweak Group Policy Objects and spin up VMware or Hyper-V labs to mirror a client’s exact topology, ensuring root-cause fixes rather than band-aids.
• • Translate intricate technical findings into crisp, jargon-free updates for both technical and non-technical stakeholders. Expect to author knowledge-base articles, record bite-sized how-to videos and present lunch-and-learn sessions that scale your expertise across the EMEA support org.
• • Collaborate daily with Level 2 engineers, cloud ops, product management and the device OEM partners (Samsung, Zebra, Honeywell, Apple, Microsoft) to escalate bugs, influence roadmap priorities and deliver hot-fixes that reach customers in days—not months.
• • Champion continuous improvement: monitor ticket trends, propose automation scripts, refine runbooks and mentor new hires so the entire team becomes faster, smarter and more customer-obsessed quarter after quarter.
• • Work 100 % remote from anywhere in the Czech Republic while staying plugged into a vibrant, multicultural squad that spans Toronto, Dublin, Sydney and Singapore. Occasional late or early shifts may be required to cover peak DACH business hours.
• • Thrive in a culture that celebrates curiosity, candor and calculated risk-taking. Bring your wildest ideas to our quarterly hackathons, patent competitions and charity code-sprints—then watch them ship to production and touch millions of users.
• • Grow without limits: carve a path toward Level 2 escalation engineering, cloud architecture, pre-sales consultancy or people leadership. SOTI’s internal mobility program funds certifications (Azure, AWS, ITIL, Scrum, CCNA) and sponsors conference speaking gigs worldwide.
• • Make a tangible difference: the patches you author today will secure tomorrow’s connected ambulances, warehouse scanners and airline tablets—keeping critical services running smoothly for everyone.