Technical Support Engineer

Are you passionate about shaping the future of security solutions? Do you thrive in an environment that values innovation and teamwork?

If so, acre security is the place for you! Join us in making the world a safer place, one innovation at a time.

Position : Technical Support Engineer

Location : Karlsruhe, Germany.

A Bit About Us :

At acre, we're not just creating security solutions; we're crafting peace of mind. Since our inception in 2012, we've been at the forefront of innovation in access control, visitor management, and intrusion software.

Join us in our mission to provide top-notch security solutions globally.

Role Summary :

We are looking for an amazing Technical Support Engineer to join our dynamic GTS Support DE Team. In this role, you will : manage and prioritize client calls and emails using Helpdesk software.

You will provide clear, step-by-step guidance for issue resolution and, when necessary, offer structured analysis steps to ensure thorough troubleshooting.

Additionally, you will perform technical training for our customers.

What You’ll Do :

In addition to the above, you’ll focus on the following :

• Contribute to in-depth troubleshooting of software and hardware issues, including reading and analyzing log files, to ensure high product performance and reliability.
• Collaborate with the Support Desk Manager and relevant software and hardware stakeholders to resolve issues.
• Work closely with cross-functional teams to investigate and address issues within cloud infrastructures, delivering high-quality solutions.
• Maintain and update GTS online knowledge base articles.
• Document and report software / hardware bugs, suggest enhancements, and provide customer feedback with clear, detailed descriptions.

What You'll Need to be Successful :

• Bachelor’s degree in computer science or a related field, or equivalent experience.
• Proven experience as a Technical Software Support Engineer with a strong focus on troubleshooting and resolution.
• Excellent communication and reporting skills in both German and English; proficiency in French and / or Spanish is a plus.
• Strong understanding of database structures and professional handling of them.
• Expertise in setting up and delivering high-level technical training.
• Familiarity with creating, updating, and maintaining technical documentation.
• Solid project management experience.

What You’ll Get From Us :

We strive to do more than just match your ambitions. Whatever role you’re looking for, you’ll have access to a range of exciting opportunities when you join acre :

• Break the mold Contribute to ground-breaking solutions that redefine our industry. Join a team of disruptors that push boundaries and challenge the status quo.
• Collaborate with the best Work alongside a diverse and talented group of industry experts, engineers, and visionaries.

Together, we’ll inspire you to new heights.

• Make an impact Help us create a safer world for everyone. Contribute to pioneering security initiatives and technologies that make a real difference to the people we serve.
• Grow and evolve Access a range of learning opportunities. From training programs and mentorship initiatives to industry conferences, you’ll have everything you need to advance your career.
• Join a supportive community Thrive in a supportive and inclusive culture that encourages collaboration, champions initiative, embraces new perspectives, and gives everyone a voice.
• Get recognized for your work We offer competitive compensation packages, performance-based incentives, and a range of benefits that reward you for your dedication.

Joining acre isn't just a job; it's an invitation to a dynamic, forward-thinking community. Come join us if you're ready for a company that values innovation, customer-centricity, resilience, and unity a place where your skills meet limitless possibilities.