Technical Support L1 – Cloud Solutions (German)

About the role

You will help customers transition from legacy platforms to cloud‑based access solutions, providing first‑line technical assistance via phone, email and chat. The position is full‑time with a hybrid work model (three days on‑site per week).

Key responsibilities

• Proactively contact customers, partners and resellers about End‑of‑Life (EOL) of existing products.
• Schedule and coordinate migration appointments with business customers.
• Execute Cloud‑to‑Cloud migrations using a dedicated Migration Tool.
• Monitor migration progress, verify successful completion and use an AI‑powered Fail Check Tool to detect issues.
• Escalate complex or failed migrations to Level 3 Support and coordinate rollback activities when needed.

Required profile

• Previous experience in technical support, troubleshooting, or SaaS/Cloud environments.
• C1‑level proficiency in German (spoken and written).
• Strong analytical, problem‑solving and customer‑focused mindset.
• Ability to work collaboratively across teams and support levels.

Required skills

• Cloud solutions
• SaaS products
• Migration tools
• AI‑powered Fail Check Tool

What we offer

• Hybrid working model with home‑office allowance.
• 25 days paid annual leave.
• Additional health insurance (€102.26).
• Food vouchers, public‑transport card, Multisport/Coolfit card.
• Language training, mentorship programs and access to 15,000+ LinkedIn Learning courses.
• Modern Class A office premises and employee referral program.