Support Engineer (on site Berlin)

SUPPORT ENGINEER at think-cell.com (from 50k) Do you enjoy working with intelligent customers and colleagues? Are you interested in solving real-world problems? Do you believe that success comes from a deep understanding of user needs and customer success? If so, we would like to meet you. Here is what we offer in a nutshell: - Location: Berlin, Germany - Full time position, no remote or freelancer work - Salary from 50.000 gross per year - Company size: 150 people / 5 support engineers with a team lead - Mandatory: fluent English, German will be a big plus, but not critical to have - Projects examples: https://youtu.be/SX6vGFLghJo - Q&A on the most common questions from our CTO: https://youtu.be/9o0dlZEqxJY About our Support engineering at Think-Cell When you receive a ticket, our customer should get timely and reliable feedback, usually within a few hours, either with the solution or a suggestion for further troubleshooting. When a phone call or a remote support session is needed, you will quickly realize that our customers are busy people and that you must use your time well. Ask the right questions, be perceptive of the little things, and use the right tools to find the unusual configuration, virus, third-party tool, file or action that is causing trouble. Once you have found the problem and talked it through with one of the Developers, we will make sure the same issue does not bother you again. If it is in our code, we will fix it, no questions asked. If the bug is in third-party code, you will contact the vendor and convince them to fix it. Quite often they do, even the big names. If they don't, you will write a Knowledge Base article, which is searchable on our website. You will spend 90% of your time on problems that you have never seen before, which will keep you on your toes. Besides working on tickets, you will evaluate new tools that may help you with your work, or even code them yourself or with one of our developers. At think-cell, we run our own automatic error-reporting framework and ship a diagnostic tool, both of which are constantly being improved soon, perhaps, by you. The qualities we are looking for are similar to those of a Software Developer, with the same strong problem-solving abilities, but a bit less emphasis on algorithmic skills and more on organizational and communication skills. Experience with Windows architecture is a plus. If you have analyzed a minidump before, even better. Since you will be managing our many international customers in addition to our German customers, this position requires that you are fluent in English, and German would be a plus. About think-cell think-cell is a fast-paced software company in Berlin, Germany, with a focus on developing graphics products that stand out from the crowd. More than 1,000,000 users world-wide rely on our software for their daily business as it makes creating graphical presentations so much easier, faster and more enjoyable. Among our customers are many renowned consulting companies and large international corporations. We do not have to make compromises with regard to code quality and beauty, because think-cell is highly profitable. We are willing to go the extra mile of developing sophisticated algorithms and refining our user interface, and we are proud of our many happy customers. The fact that the company is owned and managed by seasoned computer scientists certainly contributes to a working environment that makes exceptional developers come and stay. About our software Our focus is on business slides (as opposed to more artful, open-ended applications) because they offer great potential for automation of the layout tasks traditionally performed by PowerPoint users themselves. There are plenty of challenges, from a solid understanding of what makes a good layout, to algorithms that produce an aesthetically pleasing output fast enough for interactive slide design, to an intuitive and unobtrusive graphical user interface that supports our original approach to slide layout, to solid technical solutions for automatic bug reporting and updates, to compatibility with third- party software on the computers of over a million users. Language Everything we do is C++. Even our customer portal is written in C++. There is some Assembler glue code where necessary, and our build scripts are written in Python, but other than that, think-cell is all about C++. We closely track the latest versions of our compilers, Visual C++ and Xcode, so we can always use the latest C++ standard features as soon as they become available.