As a Technical Support Manager (Level 1), you are part of the global support team and serve as the first point of contact for our customers regarding technical inquiries. You resolve the majority of requests directly using our knowledge base and manuals, ensure accurate categorization in the ticketing system (Jira), and identify when an issue needs to be escalated to Level 2. In doing so, you maintain oversight of the support mailbox, assist with license management, support RMA processes, and help customers with basic log analyses (e.g. based on the Reseller UI manual).

Your role is intentionally pragmatic: you work in a structured, data-driven, and documentation-focused manner to resolve recurring issues as efficiently as possible, without getting deeply involved in crash analyses or complex engineering topics.

What is your Day to Day Mission:

• Handling and prioritization of support requests via email, ticketing syste...