3rd Level Support Engineer ERP & Workforce Management

Together with international colleagues, you analyse and solve demanding technical challenges around dormakaba's B-COMM HCM, ERP and workforce management solutions.

• Analysing, handling and prioritising complex technical faults and requests in 3rd level support
• Taking over support cases from arrival in the ticket system through technical root cause analysis and solution finding
• Fault analysis of software applications, databases, services and interfaces
• Investigating and reproducing product errors in test environments
• Developing and validating workarounds and supporting the implementation of hotfixes
• Close cooperation with development and product teams for lasting solutions
• Technical advice for international service organisations, partners and internal departments
• Support with installations, configurations and system questions around our B-COMM HCM, ERP, workforce management and access control solutions
• Documenting findings, solutions and product errors in the ticket systems used
• Creating and maintaining knowledge articles for the international support organisation

• Successfully completed degree in computer science, information technology, electrical engineering or a comparable field; alternatively a comparable qualification with several years of relevant work experience.
• Ideally experience in technical support, application or software environments
• Experience with log files, technical analysis or troubleshooting complex systems
• Knowledge of database structures and SQL
• Solid IT knowledge of Windows, databases, network technologies and distributed software systems
• High personal initiative and an independent, structured way of working
• Analytical thinking and strong problem-solving skills
• Strong teamwork and communication skills and a confident, professional manner with internal and external customers
• Very good German and English skills, spoken and written