Technical Support Engineer – Software (1st Line)

About the role

As a 1st Line Customer Support Associate, you will be the first point of contact for Myfactory users in Germany, Switzerland and Austria, helping them resolve technical and functional questions while ensuring high customer satisfaction.

Key responsibilities

• Provide intensive support via phone, email and ticketing system.
• Maintain and improve customer satisfaction levels.
• Update and maintain the knowledge base and documentation.
• Collaborate closely with development teams.
• Independently test and reproduce reported issues for analysis.
• Continuously expand expertise across the Myfactory product portfolio.

Required profile

• Strong understanding of business processes and workflows in SMEs.
• Completed vocational training or university degree, preferably with business administration studies.
• Good knowledge of business applications and ERP solutions.
• Strong interest in IT and technology.
• Excellent communication, teamwork and customer‑oriented attitude.

Required skills

• Experience with webshops such as Magento or Shopware.
• Knowledge of SOAP and REST APIs.
• SQL Server and SQL query writing.
• Microsoft 365 Email and Azure services.
• Familiarity with POS systems.

What we offer

• Hybrid working model with office onboarding.
• Opportunities to work closely with development teams and expand product expertise.