Escalation Engineer (f/m/d) Enterprise Software

cplace • Munich

Full-time

Hi, we are cplace!

We are revolutionizing the way people work together on projects. With our technology, we are ushering in a new era of project management. What we do? We are the provider of cplace - the solution building block for Next-Generation Project and Portfolio Management. Our platform is creating a paradigm shift and fundamentally changing how enterprise software is developed. Used by global corporations and market leaders, cplace increases efficiency and satisfaction for all project stakeholders. We stand for expert knowledge, innovation, creativity, passion and teamwork. Come with us on the journey of our unique success story!

Hi, we are Cloud Operations & Support

As the Cloud Operations & Customer Support Team, we are responsible for monitoring the performance of our cplace cloud platform and supporting our customers in making the most of cplace.

We ensure smooth operation, develop innovative cplace cloud solutions and provide first-class customer service. The core competencies of our team lie in the areas of site reliability engineering and cloud operations as well as in system administration and technical support. Once you have joined us, you can expect supportive colleagues and a well-established training program to familiarize you with cplace.

Have we sparked your interest? We are looking forward to meeting you!

München

from today

Your duties

As an Escalation Engineer, you will leverage your advanced troubleshooting techniques and tools to conduct thorough analysis and investigation of complex technical problems. You will serve as the link between Customer Support and Engineering teams by escalating critical technical issues to the responsible team. Your role will also involve providing guidance and training to Support teams, contributing to continuous improvement of support practices and product quality, and serving as a liaison between Support and Engineering teams to facilitate swift resolution of issues and maintain effective communication.

Responsibilities:

Managing and resolving escalated technical issues related to cplace, ensuring timely and effective resolution for customers.
Providing expert technical support to both internal teams and customers, including diagnosing and troubleshooting complex issues related to cplace and its software architecture.
Collaborating with the product development team to provide feedback on recurring technical issues and potentially supporting with testing new features or updates and assisting with designing and implementing improvements or bug fixes.
Documenting findings, resolutions and best practices to create a knowledge base for technical solutions and communicating this information with the Customer Support team and customers.
Continuous evaluation and improvement of technical support processes and tools to enhance efficiency and customer satisfaction, as well as identifying and addressing recurring issues to prevent similar escalations in the future.
Direct communication with customers to explain complex technical issues or solutions and provide updates on the status of escalated problems.
Training and mentoring support staff to improve their troubleshooting skills and handle more advanced technical issues independently.
Assisting in the reproduction of issues reported by customers on local and remote test environments with the goal of reducing the time and effort required by the Engineering team to implement fixes and improvements.

Your profile

Bachelor's degree in Computer Science, IT, Engineering, or a related field, or equivalent work experience.
At least 3 years of experience in a customer-facing technical support or engineering role within a technology-driven environment or hands-on software development experience as a programmer or SRE, ideally in Java.
Experience with log analysis, monitoring tools, reading and debugging (ideally Java) software code.
Exceptional analytical and advanced problem-solving skills, keen eye for details, a systematic approach to solving complex technical issues, along with the ability to work in a fast-paced and dynamic environment.
Excellent verbal and written communication skills to explain technical concepts to non-technical stakeholders.
Experience with SQL databases, Elastic Search, Linux and Docker, as well as ideally a certification in relevant technologies or methodologies (e.g. ITIL, Microsoft, Cisco or AWS)
Proficiency with scripting languages (e.g., Python, Bash, PowerShell) for automation and tooling is a plus
Professional proficiency in English and German

Our offer

Flexible work model and Hybrid Work Model, EU-Workation
Room for creativity, co-design and further development
Competitive salary, 30 days vacation & sabbatical option
Wellpass, job bike & corporate benefits
Modern and central offices in Munich, Hannover and Ludwigsburg
Hardware of your choice

Testimonials

I have been here since summer 2019 because I love exciting and diverse tasks. At cplace, I have the opportunity to help shape the technology stack and contribute ideas. I also appreciate the great corporate culture and management style here. I feel comfortable and motivated. One of my achievements is the successful development and launch of our cplace cloud stack. I am very happy that we have created an innovative product that gets a lot of positive feedback both internally and externally. We support each other within our team and master every challenge together. We have a lot of fun together, whether at after-work events, after-work beers or remote work in cool places.

I have been working at cplace since June 2022. I am particularly fond of the family-like atmosphere as well as the collaborative and supportive work culture that fosters both personal and professional growth. I started my career with cplace, and receiving positive feedback from customers who expressed their love to work with me was a moment that made me feel truly successful. Of course, any time that we're able to deliver high-quality services to our customers and exceed their expectations, I consider to be a sense of achievement and success. Our team prioritizes collaboration and communication to ensure that everyone is on the same page and working towards common goals. We are constantly learning and adapting to new technologies and strategies, and we take pride in delivering high-quality services to our clients and customers.

I have been with cplace since October 2022 and was completely convinced right from the start. Every day holds diverse and exciting challenges for me, which I work on together with my team and in close exchange with our customers in a solution-oriented manner. It's always great to see that I can proactively help shape our product through my work in order to support our customers, fulfill their wishes, and at the end of the day simply make them happy. In my day-to-day work, I particularly appreciate the friendly and familiar atmosphere in our team. We are all real team players, help each other at all times and regularly celebrate ourselves and our successes at great team events.

Your path to us

1. Apply Online

We look forward to receiving your application. Here on our career page you will find all important information as well as our open job offers. Our People & Culture Team and the relevant department will review your documents as soon as possible.

2. First Video Interview

Your documents have piqued our interest? We would like to learn more about you in a first video call (between 30 - 60 min) and also tell you more about the position and about cplace.

3. Further Interviews

In another one to two rounds of interviews, we want to deepen our mutual understanding of each other. A case study could also be part of this phase. At least one interview will take place in one of our beautiful offices, so you can get a taste of cplace.

4. Contract

You are a match for us and we are a match for you! You will receive your signed employment contract within a very short time. After your signature, your journey as a member of the #bestteam begins.

*the process may vary depending on the position
*all steps require a positive preceding step

You still have questions? Here are the answers.

FAQ

Our values

Appreciation

We value each team member as an individual. Our #bestteam consists of talents whose unique strengths contribute significantly to our success. We value our employees and actively support them in their personal and professional development.

Commitment & Transparency

We are here because we love what we do. Passion, mutual trust, freedom, and open and transparent communication are the cornerstones of our collaboration at all levels of the company.

Innovation & Sustainability

We think and act innovatively and constantly look for new approaches. We are curious, sometimes unconventional and like to break new ground. We offer freedom so that our team can develop creatively. It is important to us to act in a sustainable and future-oriented manner in order to offer our partners and customers added value in the long term.

Just do it!

Instead of endless discussions, we prefer to let our actions speak. Nevertheless, we act in a conscious, coordinated manner and are not afraid of mistakes, but instead learn and grow from them. Flexibility and agility are part of our product and team DNA, which allow us to make adjustments at any time.

We are Team Players

Each individual is an important part of our team. For us, being a team player means that we help and respect each other, act as a team and treat each other as equals - regardless of experience, age or position. Having fun while working together is just as important to us as celebrating together!