Technical Support Engineer providing second - line iD Cloud support for North America at Nedap Retail. Collaborating with global teams and troubleshooting complex technical issues.
About the role
- Technical Support Lead at Ness Digital Engineering managing a team of Technical Support Engineers. Leading resolution of complex customer-critical issues with a focus on development and mentoring.
Responsibilities
- Lead, coach, and mentor a team of Technical Support Engineers
- Conduct regular 1:1s focused on performance, skill development, communication effectiveness, and career growth
- Provide ongoing coaching to improve troubleshooting rigor, written and verbal communication, and customer engagement
- Serve as the primary escalation point for high-severity, complex, and customer-critical issues
- Guide engineers through advanced troubleshooting, root cause analysis, and resolution planning
- Engage directly with customers on critical issues, ensuring professional communication
- Own backlog health for your support area, ensuring proper prioritization, aging management, and SLA adherence
- Lead and participate in incident response calls and post-incident reviews
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Networking, or equivalent practical experience
- 8+ years of experience in enterprise technical or customer support roles
- 3+ years of experience leading, mentoring, or managing technical support engineers
- Proven experience handling complex escalations and customer-critical incidents
- Strong understanding of enterprise software platforms, networking, and integrations
- Hands-on experience with troubleshooting complex systems using logs, traces, packet captures, and diagnostic tools
- Solid understanding of incident, problem, and escalation management best practices
- Experience with CRM and case management platforms (e.g., Salesforce, ServiceNow)
- Professional proficiency in English and German
Benefits
- access to trainings and certifications
- bonuses
- aids
- socializing activities
- attractive compensation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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