Senior IT Support Engineer

About the role

We are seeking a Senior IT Support Engineer to join the Expert Level Technical Customer Support team of a fast‑growing retail technology company. You will be responsible for supporting IoT, network and SaaS solutions used in smart stores across the DACH region, ensuring that customers’ technology runs smoothly.

Key responsibilities

• Manage support tickets from creation to resolution, providing end‑to‑end assistance.
• Troubleshoot and resolve issues related to systems, networks, and software.
• Support IoT devices, smart shelf labels, sensors and connected store infrastructure.
• Collaborate with internal engineering teams to escalate complex problems.
• Maintain documentation of incidents and solutions.

Required profile

• Strong understanding of IT environments including LAN, WLAN, cloud, Linux and Windows.
• Proven experience in technical support or 2nd‑line support roles.
• Excellent problem‑solving skills for systems, networks and software.
• C1‑level proficiency in German and English to assist DACH customers.
• Residency in France or Cologne (Germany) is mandatory.

Required skills

• LAN
• WLAN
• Cloud platforms
• Linux
• Windows
• IoT technologies
• Network troubleshooting
• SaaS solutions