Senior Technical Support Specialist

5 days ago

Athlone, County Westmeath, Ireland beBeeSupport Full time €79,630 - €115,780
Enterprise Technical Support Role

Our organization is seeking a highly skilled and experienced technical support engineer to join our team. This role requires a deep understanding of complex technical issues and the ability to provide exceptional customer support.

Key Responsibilities:

  • Investigate and resolve complex technical issues across various software applications, with a focus on enterprise customers.
  • Take ownership of critical support cases and ensure timely, professional resolution.
  • Communicate effectively with internal teams to drive issue resolution.
  • Read and interpret system logs to identify root causes and guide fixing paths.
  • Ensure customer communication remains clear, timely, and empathetic throughout the blocking issue lifecycle.
  • Contribute to support readiness by documenting findings, updating knowledge base articles, and sharing standard methodologies.
  • Participate in case reviews, feedback sessions, and continuous improvement initiatives.

Required Skills & Experience:

  • Fluency in German and English (both written and spoken) is mandatory.
  • 3+ years of experience in technical support, ideally in SaaS or enterprise environments.
  • Strong analytical skills, with experience in handling login/access issues, configuration problems, account-based errors, and knowledge of SSO, Adobe Creative Cloud and Adobe Document Cloud.
  • Ability to read and analyze log files and technical output.
  • Superb communication skills with both technical and non-technical collaborators.
  • Demonstrated capability in handling time-sensitive blocking issues with composure and clarity.
  • Knowledge of installer/deployment technologies.
  • Diligent with strong documentation and follow-up practices.
  • Proficiency in MacOS and Windows Operating Systems.

Preferred Qualifications:

  • Familiarity with Adobe products and enterprise support workflows.
  • Experience participating in reviews for blocking issues or driving multi-functional resolution.
  • Strong collaboration skills, with a proactive attitude toward problem-solving.
  • Knowledge of Terminal Server technologies and JavaScript is a bonus.
  • Proficient in Office 365 apps, expert in Excel and Power Point.
  • Adaptability to fast-changing environments and teamwork.

Analytical/Technical Skills:

  • Advanced/Expert in Data Analysis.
  • Proficient in Data research.
  • Digital literacy.
  • Creative Cloud: Proficiency in applications like Photoshop, Illustrator, InDesign, Acrobat, and others.
  • Data Management: Skills in data modelling, data integration, such as API.

Our organization values diversity and inclusion. We strive to create an environment where everyone feels valued, respected, and empowered to contribute their best work. If you are passionate about delivering exceptional customer support and have the required skills and experience, we encourage you to apply for this exciting opportunity.

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