Would you like to join an international atmosphere and be involved in projects across Europe and with impact worldwide having the opportunity to consolidate your career? This is your opportunity!

We are looking for an Support Agent to join our team!

Provide day-to-day technical support for customer-facing issues within the Digital Extras landscape by analysing, prioritising, tracking, and resolving support tickets where possible. Ensure prompt, accurate, and consistent feedback to customers and internal teams (Service & Operations, Customer Service, Product). Contribute to knowledge documentation and continuous improvement by identifying error patterns, sharing insights, and suggesting enhancements, while operating within the Service Operation Support coordination model. Collaborate closely with CAC and system owners, following agreed escalation paths for complex or unclear cases.

🛠️ Tasks and Responsibilities

• Analyse, prioritise, track, and where possible, resolve customer-facing support tickets.
• Provide prompt and accurate feedback to customers and internal teams (Service & Operations, Customer Service, Product).
• Diagnose, research, and identify solutions or workarounds; perform fault rectification and escalate when required. Track incidents, problems, and changes end to end.
• Create, update, and maintain support use cases and documentation; document and share case and product knowledge for future reuse.
• Surface impediments and operational issues to the Support & Operations team and the Service Manager, following established escalation procedures.
• Identify recurring error patterns, group them, and feed them into the continuous improvement process with concrete suggestions in coordination with Support & Operations.
• Provide day-to-day technical support, applying basic system engineering skills to handle complex cases and temporary workarounds.
• Assist in hardware and software evaluations and recommend upgrades or improvements to tools and infrastructure within defined guidelines.
• Participate in daily, bi-weekly, and ad hoc sessions to present complex cases and provide required information; collaborate closely with Service Operation & Support responsibles, CAC, and system owners to ensure fast issue resolution.
• Adhere to the Service Operation and Support coordination model for escalations and unclear cases, informing SOS and following agreed handling decisions.

🎓 Qualifications

Education

• Preferred Bachelor’s degree in IT (Computer Science, IT Engineering, Business Informatics, or Mathematics).

Languages

• Fluent English (B2–C1) mandatory
• German is a plus
• Additional languages are an advantage

💻 Technical Knowledge

• Ticket lifecycle management and ITIL-aligned incident, problem, and change handling (triage, prioritisation, escalation, closure).
• Proficiency with ticketing and knowledge tools (e.g. ServiceNow or equivalent, Confluence or similar knowledge base systems).
• Practical troubleshooting skills across application, data, and environment layers; ability to recognise and group error patterns.
• Basic system engineering foundations for complex cases (logs, configuration, connectivity) and understanding of hardware and software components.
• Familiarity with collaboration models across support organisations (SOS, CAC, system owners) and adherence to defined escalation paths.

📈 Experience

• Experience in technical support or service desk environments handling customer-facing tickets and incidents.
• Proven practice documenting use cases and knowledge articles, contributing to problem management and continuous improvement.
• Background collaborating with cross-functional teams (operations, product, customer service) within structured cadences (daily, bi-weekly, ad hoc).

✈️ Travel Availability

• Availability to travel internationally (approximately 5%).

🌟 Skills and Competences

• Strong customer empathy and de-escalation skills, maintaining professional relationships in challenging situations.
• Clear, prompt, and accurate communication, both written and verbal, with customers and internal teams.
• Analytical thinking, structured problem-solving, attention to detail, and ownership of follow-through.
• Effective time management and task prioritisation in high-volume support environments; reliability and accountability.
• Team-oriented mindset in a matrix organisation, with readiness to ask for clarification and escalate when required.

Why Join Us?

• Opportunity to work in a dynamic and innovative environment.
• Collaborate with global teams and industry experts.
• Contribute to cutting-edge cybersecurity projects.
• Competitive salary and benefits package (ticket restaurant, renting, etc.).
• 60% Mobile work
• Flexible entering hours
• 30 working days of holidays
• Annual Training Plan
• Mercedes-Benz benefits (Renting plans, employee discount)