{"id":2066784,"url":"https://alion.io/job/jedox-support-engineer-global-support-mfd","title":"Support Engineer - Global Support (m/f/d)","company":{"id":12262,"name":"Jedox","domain":"jedox.com","url":"https://alion.io/company/jedox","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":{"grade":"A","score":90,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0.333,"time_to_fill_p50_days":86,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Docker","optional":false},{"name":"ITIL","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-06T14:40:54Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-28T13:16:27Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":21},"description":"What is Jedox?\nAt Jedox, we offer cutting-edge Performance Management Platform and Solutions that enable businesses to plan, analyze, and optimize their financial and operational performance. Our B2B Platform-as-a-Service offering consists of various components - sophisticated data representation and data collection, a powerful planning engine, and data integration - developed by our specialized product teams.To drive our “Digital Business Partner” vision, we’re expanding our Engineering team and looking for a Full-Stack Software Engineer to help design and build the next generation of our platform services and applications.\nYour Responsibilities\nAs a Support Engineer, you will be a trusted partner for our customers, serving as their first point of contact and helping to deliver an outstanding support experience. By utilizing AI-powered tools, you will quickly triage, investigate and resolve issues, while also reviewing and validating solutions to ensure the highest level of quality before they are shared with customers.\n\nTicket Management: Respond to tickets in accordance with SLAs, setting the correct priority on submission. \nCase Triage & Classification: Triage, classify and enrich incoming tickets to ensure they are followed up in a timely and effective manner. \nAI Solution Validation: Validate and review AI-generated solution proposals before sharing them with the customer. \n Customer Communication: Provide positive and informative communication in writing and verbally (email, phone and video). \nCloud Administration: Implement configuration changes for cloud customers, providing information on Jedox Cloud settings and creating customer portal accounts. \nEscalation Management: Check support responsibility for new tickets and escalate to the senior expert pool when needed. \nCase Ownership: Take ownership of escalations, follow up on them and resolve them satisfactorily, and manage your queue proactively. \nKnowledge Sharing & Process Improvement: Contribute to the knowledge base and the continuous improvement of support processes.\n FP&A Process Knowledge: Establish a practical understanding of how customers use planning, budgeting, forecasting, reporting and performance management tools, in order to assess technical issues in their business context.\nYour Profile\nOver three years' experience of working in SaaS/technical support in a fast-paced environment.\nBachelor’s or Master’s Degree in Computer Science or Engineering, or commensurate experience in software. \nInterest in EPM, FP&A, or finance processes such as planning, budgeting, forecasting, and management reporting.\nExperience with EPM/CPM, business intelligence, planning software, financial systems, or supporting finance users is a strong plus.\nStrong analytical and problem-solving skills, combined with excellent interpersonal, organisational and customer skills\nSolid technical expertise in Windows and Linux systems, web servers, cloud services, databases and Excel, ideally complemented by experience with Kubernetes, Docker, Azure, ITIL, SRE practices and Salesforce Service Cloud.\nStrong written and verbal communication skills in English. \nAvailability to work primarily during Pacific Time business hours to support customers and teams across the Americas (no shift work required)\nNot sure if you meet every requirement? If you bring strong technical skills and customer-facing experience, we'd still love to hear from you. Knowledge of EPM, FP&A, or finance processes is a plus and can be developed through onboarding and training.\nTransparency Note: Use of Artificial Intelligence\nAs a tech-driven company, Jedox uses modern technologies - including AI - to continuously improve our processes.In recruiting, AI may support us in screening and structuring applications. It does not replace human judgment, but helps us reduce bias and ensure a consistent candidate experience. Your application is always reviewed by real people.\nIf you would like to learn more about the process, please visit the website of our partner Hi People. Here you will find information about the data protection guidelines as well as the most recent security checks. This gives you complete clarity on how your data is protected and processed. Of course, you can also contact us at any time if you have any questions.","description_format":"text","description_chars":4309,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software","Accounting & Tax Software","Revenue & SaaS Metrics Analytics"],"lifecycle":[{"event":"open","at":"2026-10-08T04:24:56Z"},{"event":"close","at":"2026-10-08T17:41:56Z"},{"event":"reopen","at":"2026-10-15T10:52:39Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":192500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0},{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-28T06:26:45+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":21,"expected_fill_days":86,"reasons":["conf:1","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/jedox-support-engineer-global-support-mfd","json_url":"https://alion.io/job/jedox-support-engineer-global-support-mfd.json","meta":{"generated_at":"2026-10-28T15:14:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20703,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":12262},"rest":"https://alion.io/mcp/rest/get_company?id=12262"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjedox-support-engineer-global-support-mfd"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjedox-support-engineer-global-support-mfd"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjedox-support-engineer-global-support-mfd"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/jedox-support-engineer-global-support-mfd\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjedox-support-engineer-global-support-mfd"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2066784}},{"tool":"search_jobs","arguments":{"company":"jedox.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2066784},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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