Technical Support Engineer

Are you passionate about shaping the future of security solutions? Do you thrive in an environment that values innovation and teamwork? If so, acre security is the place for you! Join us in making the world a safer place, one innovation at a time. Position: Technical Support Engineer
Location: Preferred Paris / France – optional Karlsruhe, Germany / Spain / any other appropriate
Languages: Excellent communication skills in French, Spanish and English. Proficiency in German would be a plus. A Bit About Us:
At acre, we're not just creating security solutions; we're crafting peace of mind. Since our inception in 2012, we've been at the forefront of innovation in access control, visitor management, and professional intrusion business. Join us in our mission to provide top-notch security solutions globally.Role Summary:
We are looking for an amazing Technical Support Engineer to join our dynamic globally acting GTS Support Team. The team is supporting principal hardware / software installations for our products, as well as our increasing ACRE cloud portfolio.
In this role, you will:

• Manage and prioritise client calls and emails using Helpdesk software
• Provide clear, step-by-step guidance for resolution and provide structured guide along analysis steps if required.
• Perform technical training for our customers

What You’ll Do:
In addition to the above, you’ll focus on the following:

• Contribute to in-depth troubleshooting of software and hardware issues, including reading and analyzing log files, ensuring high product performance and reliability.
• Collaborate with Support Desk Manager and the relevant software and hardware stakeholders to resolve raised issues.
• Work closely with cross-functional teams to investigate and resolve issues within cloud infrastructures to deliver high-quality solutions
• Maintain and contribute to GTS online knowledge base articles.
• Document and report software / hardware bugs, enhancements, and customer feedback ensuring clear and detailed descriptions.

What You'll Need to be Successful :

• Bachelor´s degree in technical science and qualification in IT – Cloud /Networks would be desirable
• Strong understanding and professional handling of database structures.
• Strengths in setting up and providing high-level technical training.
• Familiarity with creating, updating and maintaining technical documentation.
• Solid experience in managing projects.

What You’ll Get From Us:
We strive to do more than just match your ambitions. Whatever role you’re looking for, you’ll have access to a range of exciting opportunities when you join acre:

• Break the mold--Contribute to ground-breaking solutions that redefine our industry. Join a team of disruptors that push boundaries and challenge the status quo.
• Collaborate with the best--Work alongside a diverse and talented group of industry experts, engineers, and visionaries. Together, we’ll inspire you to new heights.
• Make an impact--Help us create a safer world for everyone. Contribute to pioneering security initiatives and technologies that make a real difference to the people we serve.
• Grow and evolve--Access a range of learning opportunities. From training programs and mentorship initiatives to industry conferences, you’ll have everything you need to advance your career.
• Join a supportive community--Thrive in a supportive and inclusive culture that encourages collaboration, champions initiative, embraces new perspectives, and gives everyone a voice.
• Get recognized for your work--We offer competitive compensation packages, performance-based incentives, and a range of benefits that reward you for your dedication.

Joining acre isn't just a job; it's an invitation to a dynamic, forward-thinking community. Come join us if you're ready for a company that values innovation, customer-centricity, resilience, and unity – a place where your skills meet limitless possibilities.
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