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Support Engineer (f/m/d)

Aleph Alpha

Aleph Alpha

Customer Service
Heidelberg, Germany
Posted on Thursday, July 4, 2024


The Support Engineer is responsible for providing technical assistance and support to customers, resolving technical issues, and ensuring a high level of customer satisfaction. This role involves responding to customer support inquiries, handling all communication with customers in regarding to these inquiries, validating and solving incidents, and collaborating with the Engineering and Research teams to deliver effective solutions and enhance the overall customer experience.

Your responsibilities:

Technical Support:

  • Respond to customer inquiries and provide technical assistance.

  • Diagnose and troubleshoot technical issues to resolve incidents efficiently.

Customer Interaction:

  • Interact with customers professionally, empathetically, and courteously to understand their technical challenges and provide timely and effective solutions.

  • Maintain a positive customer service experience throughout the support interaction and ensure customer satisfaction.

Problem Resolution:

  • Identify, investigate, and resolve customer issues in a timely manner, escalating complex cases as needed to ensure timely resolution.

  • Document support cases, solutions, and troubleshooting steps for knowledge sharing and future reference.


  • Collaborate with other support engineers, engineers, and AI researchers to address escalated issues.

Continuous Improvement:

  • Identify recurring technical issues, trends, and opportunities for process improvement to enhance support efficiency and customer experience.

  • Contribute knowledge base articles, FAQs, and training materials to empower customers with self-service support resources.

Your profile:

  • Bachelors or Masters degree in computer science, Information Technology, or a related field.

  • Experienced with the usage of Linux & Python.

  • Proven experience in a technical support role, help desk support, or customer service.

  • Strong troubleshooting skills, analytical thinking, and the ability to independently solve customer problems.

  • Excellent communication, interpersonal, and problem-solving abilities.

  • Technical certifications (e.g., ITIL, HDI, etc.) are a plus.

  • Fully fluent in English. German is a plus.

What you can expect from us:

  • Become part of an AI revolution

  • 30 Days of paid vacation

  • Flexible working hours

  • Join a dynamic start-up and a rapidly growing team

  • Work with international industry and science experts

  • Take on responsibility and shape our company and technology

  • Regular team events