Support Engineer, Technical Support (Full-time,...

At Nexus, part of French IN Groupe, we secure the new society that emerges in the ever-expanding world of digital transformation.

By challenging ourselves to go further and do better, we’re developing technology for high-demand global clients. Nexus’ Smart ID solutions and IoT platforms are changing how we perceive trusted identities.

Do you want to be a part of our journey?

Pamela Kiewitt , our Head of Technical Support, is looking to strengthen the team with a talented Support Engineer, to join our office in Berlin or in Ettlingen (near Karlsruhe).

What we offer you

• Support more than clients such as Northvolt, Sweco, Danfoss, Airbus, Volkswagen, Siemens, and more.
• Promote digitalization strategies and enable Zero Trust to ensure successful identity-based security solutions.
• Expand our organization's European Footprint by supporting and innovating in Identity Management across our network.
• Thrive in tech and in an international environment.

What you will be doing at Nexus

The Support engineer is a complex and key role at Nexus. This is no 'turn it off and on again' type of support- our cases are usually very complex and require a high knowledge of the product and everything around it such as networking, databases, containers, certificates, etc.

Responsibilities include but are not limited to :

• Taking ownership of support tickets, answering timely, and delivering quality solutions in a professional manner.
• Acting as an advisor when customers & partners need guidance on products and their applications use.
• Troubleshooting issues directly via web meetings.
• Handling and understanding technical issues as well as the history of the customer. Identifying patterns / common points throughout the support history.
• Improving the customer experience with our products and services.
• Working closely with the Engineering and Sales team so customer questions or requests can be directed accordingly.
• Providing feedback to the organization where there are possible improvements / enhancements.
• Understanding the practical use of our products in real life, and their advantages and shortcomings.
• Creating a long-lasting relationship with our customers and partners.
• Representing Nexus to the world.

About you

• You are customer focused and solutions-oriented.
• You like solving complex problems.
• You enjoy taking a new perspective on existing solutions and collaborating with relevant stakeholders on solving issues.
• You are open-minded and flexible. You can take ownership and work independently as well as collaborate with colleagues.

Qualifications

• You have an IT or Engineering background and ideally worked with technical support before.
• You are confident in your networking skills and are not afraid of containers.
• You are comfortable working in German and English.

Preferred Qualifications

You have experience with PKI and IT Security. Mostly because you should already have an idea of how cool the concepts are.

If not, we will be glad to show you.

Please upload your CV in English.

Not sure you meet % of the qualifications?

At Nexus, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying.

Nexus is an equal opportunity employer. We truly believe in being ONE Nexus. You are welcomed at Nexus for who you are, no matter where you come from or what you look like.

Our technology is for everyone, and so is our workplace. So, bring us your personal experience, your perspectives, and your background to thrive, collaborate, and be forward-thinking! It’s in our differences that we will find the power to keep innovating the way we secure the world.