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Technical Support Manager Tier 1 (m/f/d)

Quantum-SystemsGilching, Bayern, Germany
On-site Full-time

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Experience Level

Manager

Qualifications

What You Bring to the Team:A completed technical training or relevant experience in IT, technical, or support-related rolesA keen interest in aviation, drones, or related technical productsA passion for structured, detail-oriented work involving documentation, processes, and digital toolsExcellent communication skills in German and English (minimum B2 level)Familiarity with Jira, Confluence, or similar ticketing and documentation tools is advantageousA strong team spirit and the motivation to thrive in a collaborative support environment

About the job

Join our dynamic global support team as a Technical Support Manager (Tier 1), where you will be the primary contact for our customers addressing their technical questions and concerns. In this role, you will efficiently resolve most inquiries utilizing our extensive knowledge base and manuals. Your responsibilities include accurately categorizing issues in our ticketing system (Jira), and recognizing when an issue needs to be escalated to Tier 2 support. Additionally, you will oversee the support mailbox, assist with license management, support Return Merchandise Authorization (RMA) processes, and conduct basic log analyses based on the Reseller UI manual.

Your approach is pragmatic and structured, focusing on data-driven solutions and documentation to tackle recurring issues swiftly, without delving into intricate crash analyses or complex engineering challenges.

Your Daily Responsibilities:

  • Prioritize and manage support requests via email, our ticketing system, and occasionally by phone

  • Follow structured troubleshooting processes based on our knowledge base and technical documentation

  • Coordinate basic RMA, shipping, and replacement operations

  • Perform basic log analyses adhering to established standards

  • Clarify licensing issues and manage system access verification

  • Work closely with Customer Success, Sales, Fulfillment, Repair, and Training teams

  • Document and maintain accurate ticket records in Jira

  • Continuously monitor the support mailbox to ensure prompt response times

  • Contribute actively to internal projects and the fulfillment of OKRs

About Quantum-Systems

At Quantum-Systems, we harness the power of collaboration by combining technological expertise with a customer-focused approach. As pioneers in our industry, we are ambitious, bold, and visionary, committed to pushing boundaries and striving for technological excellence to shape the future of aerial data.

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