Technical Customer Support Agent (m/w/d)

Job Description

For more than 30 years, Advancis has been developing innovative software solutions for security and building automation. As one of the international market leaders, our solutions are used worldwide in businesses, critical infrastructures, and complex building environments.

As a Technical Customer Support Agent (m/f/ d), you will be the central point of contact for our customers and partners regarding technical inquiries about our software solutions. You will analyze complex requirements, support troubleshooting activities, and work closely with internal teams to develop sustainable solutions. In doing so, you will make a significant contribution to customer satisfaction and play a key role in the long-term success of our customer projects.

Why us?

• Modern and attractive working environment
• Open and dynamic company culture
• Exciting tasks within a highly motivated team
• Diverse career development opportunities, including support for professional and personal growth
• Attractive compensation package with participation in the company's success
• Flexible working hours and one home office day per week
• Company health insurance and retirement benefits
• Benefits such as fitness programs, massage, yoga, JobRad bicycle leasing, or public transport ticket
• Centrally located office with excellent public transport connections, as well as ample parking and EV charging facilities
• Regular company events

Your mission

• Technical point of contact for partner support inquiries related to our WinGuard platform
• Analyze and resolve complex technical issues together with international partners and system integrators
• Process, structure, and prioritize support tickets
• Troubleshoot system, network, and integration issues through remote sessions (e.g., via TeamViewer)
• Analyze logs, network infrastructures, and system configurations
• Document solutions and best practices to support knowledge sharing
• Collaborate with international partners and internal teams

Your profile

• Degree or vocational training in IT (e.g., Computer Science, Business Informatics) or comparable practical experience
• Excellent knowledge of Microsoft systems, networking technologies, and databases
• Ideally, experience with protocols, scripting, certificates, virtualization, and IT security mechanisms
• Initial experience in technical customer support and working with remote support tools
• Strong analytical thinking skills and a structured, solution-oriented approach to work
• Excellent German language skills (C1 level) and good English language skills (B2 level)
• Willingness to work primarily on-site at our office in Langen (mobile working by agreement)