About the Role

This person will report to the Escalations Manager. Works with Support and Engineering teams to investigate, isolate, and resolve bugs in production. Acts as a technical liaison between Engineering, Support, and Success teams. Executes special projects as needed.

Location- Berlin, Germany

What You’ll be Doing

Investigation/Escalation

• When a bug is submitted by Support, this position is responsible for bug investigation and escalation and will work with Escalations Management to prioritize developer resources to resolve the issue.
• This position will make the best effort to investigate product functionality and code to make first-level recommendations to help maximize the efficiency of resolution.
• This position will provide feedback to Support Engineers to improve troubleshooting processes, as necessary.
• This position will manage real-time Escalation needs communicated via Slack and other means.
• Partner with Support and Engineering teams to identify and develop tools to improve the Support experience, internally and externally.

QA

• When support-reported issues are resolved, this position will work with QA to validate resolution for all known/reported use cases and/or workarounds and will notify reporting Support Engineer of resolution timeframe.
• As needed, may be involved to a limited extent in regression testing for new releases/hot fixes as directed by leadership.

Other

• Partners with Support and Success teams for high volume customer escalations regarding issues in production.
• Supports and manages support tickets related to API usage and troubleshooting.
• Generates troubleshooting and knowledge base documentation to help improve overall team performance.
• May be involved in “above-and-beyond’ solutions including scripting or configuration solutions to find solutions to customers when other options are not viable.

About You

• Extensive knowledge of NinjaOne platform.
• Experience analyzing logs and identifying symptoms of bugs.
• Must be an effective, thorough, and succinct communicator; both verbal and written
• Elementary understanding of QA processes/procedures.
• Ability to work independently and maintain productivity
• Bachelor’s degree in Computer Science or related field preferred
• 3+ years’ experience in troubleshooting, networking, and IT

About Us

NinjaOne is a leading unified IT operations solution that simplifies the way IT works. With NinjaOne, IT teams can automate, manage, and remediate all their tasks within one modern, intuitive platform, improving technician efficiency and user productivity. NinjaOne supports over 10,000 IT departments and managed service providers around the world, and is consistently ranked #1 for its world-class customer support. NinjaOne has been recognized as the best rated software in its category on G2 and Gartner Digital Markets for the past 3 years. Learn more about NinjaOne here: www.ninjaOne.com

What You’ll Love

• Growing personally and professionally with one of the fastest growing companies
• Developing your skills through our renowned training platform
• Receiving competitive compensation
• Collaborating with a curious, kind, international, and intercultural workforce
• Enjoying your work environment with its location in the heart of Berlin, directly at the AlexanderPlatz (close to all transit).

Are you already interested? We would love to get to know you! Follow the link and submit your application. We can’t wait to see you at NinjaOne!