Description:

The Back End Support Engineer (Java) position is fully remote, available to candidates within +/- 2 hours of Berlin CET.
The role involves troubleshooting and resolving complex technical issues as the final escalation point in the Support Team.
The engineer will develop a deep understanding of the product capabilities, integrations, configurations, messaging, partner ecosystem, and competitive landscape.
Direct communication with users is essential to gather market feedback for the product team and help prioritize necessary functionalities to drive sales opportunities.
Responsibilities include building product examples, documentation, and other critical resources for customers.
The engineer will lead initiatives to establish Support Engineering best practices and implement new tools.
A focus on cultivating an environment of teamwork, openness, creativity, and continuous improvement is required.

Requirements:

Candidates should have 2-5 years of customer-facing technical experience as a support engineer, product engineer, solutions engineer, or similar, ideally in a B2B SaaS environment.
A minimum of 1-3 years of backend experience is required, with professional experience in Java Spring Boot, Typescript, and PostgreSQL, along with a desire to expand those skills.
Familiarity with REST API development and service integrations is necessary.
Hands-on experience with cloud platforms such as AWS, Google Cloud, and Microsoft Azure, as well as knowledge of Operating Systems (Windows, MacOS, Linux) and cloud application architecture, is essential.
Experience with Zendesk or other ticketing software is preferred.
Candidates must be expert problem solvers capable of addressing complex issues in a fast-paced startup environment.
A calm and patient demeanor is important, especially during challenging customer interactions.
An ownership mindset is required, with experience in managing end-to-end processes, including research and updating knowledge base documentation.
Excellent written and verbal communication skills in English are mandatory for customer interactions and knowledge base article creation.
A strong work ethic and enthusiasm for working in a startup environment are essential.
Candidates should be quick learners, willing to adopt and implement new technologies.

The position offers 100% remote work with a virtual office in Gather.
Competitive local salaries are provided, at or above market rates, in line with the philosophy shared with GitLab.
A generous equity package is included, allowing all employees to be owners of Secfix and share in its success.
Employees receive 26 days of holiday plus local public holidays.
Comprehensive health insurance coverage is provided.
A €1,000 annual personal development budget is available for professional growth.
A remote workspace budget and access to co-working spaces are included.
An annual retreat is organized to foster connections and inspire ideas, with this year's event taking place in Milan.
Employees are equipped with the latest tech equipment, including a MacBook, monitors, and headphones.
Company-wide events are held to build relationships and promote a fun work environment.
Access to world-class mentors is available through backing from top VCs and accelerators.