Posted in IT und Softwareentwicklung

Product Support Engineer (m/f/d) – Cologne, Germany (Vollzeit | Köln)

Product Support Engineer (m/f/d) – Cologne, Germany (Vollzeit | Köln) Posted on 7. Mai 2019

We are looking for a Product Support Engineer (m/f/d) to join our team in Cologne, Germany.

Based in our Cologne office, the Product Support Engineer will work to support German & English-speaking customers and consult them on our product portfolio, with specialization on eZ Personalization solution for Publishers and E-Commerce.

This will require deep care for customers, proficient technical understanding, having a solutions-oriented mind, regular coordination and information exchange with other internal stakeholders within the distributed Support organization, and locally help ensure success with Sales & Consultant organization.

Training and time for self-develop will be provided, as well as opportunity to attend conferences and much more.

Essential Tasks:

  • Receive, qualify support requests from customers, answer frequently asked questions
  • Identify leads relevant for Sales, and product feature request to Product team
  • Specialize in the Personalization and connected E-Commerce offering
  • Investigate problems suspected being caused by product defects
  • Assist on plugin installation, activation, and workarounds / customizations needs
  • Proactively responding to customers, offering advice, and preventative maintenance
  • Routinely perform performance monitoring of key customers, detect inactive accounts
  • Providing occasional technical assistance to sales team
  • Performs other duties and projects as assigned
  • Optional but encouraged: Participate in meetups, present on topics from own expertise/experience

Your Profile:

  • Minimum 2-3 years’ experience caring for customers and their technical issues
  • Experience with debugging complex setups, the following is an advantage:
  • – Experience with Personalization/Recommendation and/or E-Commerce systems
  • – Basic knowledge on Magento, Oxid, Plentymarkets, Shopware or similar
  • Bachelor’s degree in Computer Science or similar preferred
  • Organized, able to keep track of several parallel tasks, including ability to balance constantly changing priorities vs need to focus
  • Highly proficient in analytical and problem-solving skills with attention to details
  • Understanding of customer’s issue and demonstrating real concern
  • Ability to collaborate with technical staff and end users
  • Excellent written and verbal communication skills
  • Focus on quality while working under time pressure
  • Ease of working in an international environment
  • Proactive, self-disciplined and highly motivated with well-organized work style
  • Fluent German and good English language skills are a must have

 The package and opportunity:

  • Competitive salary & excellent benefits
  • Genuine growth and personal development opportunities
  • Great work/life balance
  • Fun and collaborative teammates across the globe

Take over the challenge to work within an international, innovative and open-minded environment with flat hierarchies and dynamical teammates.


Then we are looking forward to receiving your completed application with information on your starting date and your salary expectations via email to our VP Human Resources

You can contact her as well for any question related to the position.

Firmenkontakt und Herausgeber des Stellenangebots:

eZ Systems GmbH
Kaiser-Wilhelm-Ring 30-32
50672 Köln
Telefon: +49 (221) 36748620
Telefax: +49 (221) 36748622

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