Technical Support Specialist (m/f/d)

Job DescriptionShopware is a leading provider of e-commerce solutions that empower businesses to create engaging online shopping experiences. Our innovative open-source software enables merchants to scale their online business and reach customers all over the world. Are you technically skilled and enjoy diving into technical challenges? Then we’re looking for you! To strengthen our Technical Support Team, we’re seeking a passionate and skilled Technical Support Specialist (m/f/d) to join us as soon as possible. As part of the Technical Support team, you’ll be the go-to contact for all technical questions from our customers and partners, providing guidance and hands-on support. We pride ourselves on our exceptionally high customer satisfaction — and we aim to make it even better! No matter where you work from, you’ll be an integral part of the team. That’s why we’re hiring across Germany. These are your tasks:

• Support our national and international customers and partners with technical questions, such as analyzing shops in various problem scenarios (e.g. payment issues, product management) or reviewing data structures.
• Handle incoming support tickets from start to finish and assist customers throughout the entire process — from inquiry to solution.
• Collaborate closely with various departments and teams, offering sparring and advice on technical topics.
• Provide consulting and support to our customers and partners by phone as well.
• Occasionally support our 24/7 on-call service (after training, with additional compensation).
• You may also choose to work in a late shift, though this is not mandatory.

This is what you’ll bring to the table:

• You have a solid understanding of server systems and some hands-on experience working with them.
• You bring initial experience with one or more of the following technologies: Shopware 6, Shopware 5, Linux, databases, PHP, or comparable systems (SaaS and PaaS).
• You have some experience in customer support and working with a CRM system (e.g. HubSpot).
• You’re eager to learn new topics and technologies.
• You approach your work with analytical thinking, structure, and a strong focus on quality.
• You’re a true team player who enjoys direct interaction with customers.
• You impress with your communication skills in both German and English.

This is what we offer you:

• Company Culture: Open culture with flat hierarchies, where individual initiative is encouraged.
• Employment Contracts: Permanent positions that offer long-term security.
• Flexibility: Flexible working hours and options for mobile work and full-remote contracts.
• Equipment: Freedom to choose your preferred work hardware.
• Onboarding: Well-structured onboarding with support from a personal "buddy."
• Work Environment: An inspiring environment with dedicated colleagues and a dynamic community.
• Development Opportunities: Diverse opportunities for personal growth and development.
• Additional Benefits: Attractive perks such as company pension plans, health programs, and regular team events.
• and much more!

You can get a detailed insight on our career page. Your personal contact for this position is Yanina Rudenko and is happy to answer any questions you may have! Protecting your personal data is a top priority for us. You can find our applicant information here.