IT Support Engineer

Job DescriptionAbout us:Zoho Corporation is a leading provider of SaaS products, empowering businesses worldwide with innovative solutions. We are seeking a dedicated IT Support Engineer to join our team and provide exceptional support to our customers in the European market.Are you a dynamic and ambitious Customer Support professional looking to kick-start your career in the technology industry? Zoho is seeking a highly motivated IT Support Engineer to join our talented team and be part of our exciting growth journey. This is an excellent opportunity for a self-starter with a passion for Customer Support to gain valuable experience and grow within the organization.Your Impact & ResponsibilitiesAs part of our team, you will be on the front lines, helping our European customers succeed. Your day-to-day will involve:Becoming a product expert on Zoho's suite of SaaS products, mastering their features and capabilities.Serving as a key point of contact for our German-speaking customers via phone, chat, and email, providing exceptional troubleshooting and technical guidance.Working closely with internal teams to quickly resolve complex issues and ensure a seamless customer experience.Contributing to a culture of knowledge sharing by creating and improving support documentation.Maintaining detailed records of customer interactions to help us improve our products and processes.Requirements1-3 years of professional experience in a customer-facing or IT support role.Fluent proficiency in German and a strong command of English, both written and verbal. This is mandatory for supporting our key market.A basic understanding of software and a passion for technology; prior experience with SaaS products is a plus.A natural ability to solve problems and analyze complex issues.An adaptable mindset and a willingness to learn new product features quickly.Comfortable working in a collaborative, in-office environment.Bonus SkillsPrevious customer support experience.Basic programming knowledge or a knack for technology.BenefitsCompetitive salary package aligned with candidate's qualifications, experience, and the market value of the role.Supportive and inclusive team and colleagues.MacBook, mobile and paid SIM.Company provided lunch.Permanent Contract after the successful completion of the probationary period.A vibrant international environment.Reimbursement of approved business expenses. Opportunity to work with a global team and contribute to the growth of a leading technology companyPlease note that this role is based in Essen and will require periodic travel.It is important for the applicant to hold a national or EU passport, have a valid work authorization. The successful candidate will be subjected to background verification in compliance with the national legislation and market standards.Join Zoho Corporation Europe today and be part of a company that is revolutionising the way businesses operate. Together, let's shape the future of business softwareRequirements5 to 8 years of proven experience in areas such as OpenTelemetry standards, distributed systems, AI/ML-driven performance bottleneck detection, Docker and containerization technologies, and network infrastructure management (implementation, configuration, or pre-sales). Strong communication and presentation abilities along with fluency in German. Ability to handle customer objections and technical queries confidently. Analytical mindset with strong problem-solving abilities. Hands-on experience with comparable tools such as Dynatrace, AppDynamics, Solar winds, Datadog, Grafana, New relic, PRTG, AWS CloudWatch, Azure Monitor, or Google Cloud Operations tools or equivalent platforms is required. Certifications around Cloud Architect Certifications (AWS, Azure, GCP), SRE certifications, CCNA,CCNP certifications could be a value add.