Error management specialist
here are the key responsibilities and qualifications for this role.
* monitor and manage incoming customer support tickets daily.
* review and assess the severity level assigned by the customer; adjust in consultation when necessary.
* communicate directly with customers to verify and, where possible, replicate reported issues.
* seek clarification for unclear or incomplete ticket details before handing them off to internal teams.
* confirm that internal teams assign the correct priority based on impact and urgency.
* proactively track all high-priority or critical tickets, ensuring timely updates and active ownership.
* follow up with responsible teams to drive resolution and avoid delays.
* validate resolutions and formally close tickets only when the issue is fully addressed.
qualifications:
* bachelor's degree in computer science, engineering, or a related field.
* experience in roles such as problem analyst, business analyst, or support escalation specialist.
* strong analytical and critical thinking skills.
* excellent communication and interpersonal skills.
* proven ability to work independently while coordinating with multiple teams.
* familiarity with ticketing systems and project management methodologies.
* ability to prioritize effectively and manage several issues simultaneously.
what we offer:
* a great work-life balance
* hybrid model of work
* challenging problems to solve
* collaborative and encouraging colleagues
* opportunities to learn, grow and develop
* regular feedbacks
* paid vacation days
* flexible working hours
* competitive salary plus bonus
* public transportation ticket (in germany)
* german language course (applicable in germany)
* diverse team of talented people from 60+ countries worldwide.
our culture:
at our organization, we value openness, collaboration, and honesty. We strive to create a positive and inclusive environment where everyone feels valued and heard.