Technical Support Analyst

Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.

• Drive Results: We think big, work smart, and execute fast to transform the future of commerce
• Cultivate Belonging: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
• Champion Customers: We go the extra mile for our customers to help them unlock their full potential
• Adapt Boldly: We’re curious and innovative, we take risks and grow from our failures

The Opportunity:

Our rapidly growing cloud-based company is looking for a Technical Support Analyst who is passionate about problem-solving, eager to support other commercetoolers, and excited to work with global team members in Munich, Berlin, Durham, and beyond.

A typical day in the role would include providing customer support for our employees through tickets, Slack, email, and in person, assisting with employee on and off boarding, project work, and asset management of our office hardware.

Please note: This is a hybrid role with 3 days a week in person at our Durham office.

Your Mission:

• Provide exceptional first-line technical support to a global workforce, resolving issues related to Macs, Google Suite, and our suite of corporate applications
• Maintain the health and stability of our company network through proactive troubleshooting and monitoring
• Manage hardware logistics, including scheduling shipments and maintaining an accurate inventory
• Contribute to the development and implementation of new IT processes and procedures
• Champion IT initiatives and collaborate with the global technical team on company-wide projects
• Perform additional duties as assigned

What you need to succeed:

• Experience in a technical support role, ideally supporting Mac environments, networks, and various applications
• Proficiency in Google Suite administration, Atlassian Cloud and Slack
• Working knowledge of local network infrastructure, including components like routers, switches, and firewalls
• Excellent problem-solving and troubleshooting skills with a methodical approach
• A growth mindset with an aptitude for learning new skills and technologies
• The ability to prioritize, manage multiple tasks effectively, and meet deadlines
• A strong customer service orientation with a commitment to user satisfaction
• The ability to work independently while collaborating effectively with a team

Nice to have:

• Comptia A+, Comptia Network+, CCNA certifications

We care about your Growth and Well-being

☀️ Remote Work: Up to 60 days/year from a country different from your base country  

💻 Open Learning & Development Budget

📚 ct Academy: Regular internal training sessions

⌚️ Flexibility: Morning person or night owl? We believe in outcomes and motivated employees

🚀 Mindset & Growth: A diverse, creative workspace with an international culture & learning environment

Come grow with us!

We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company better.

At commercetools, we are proud to be an equal opportunity workplace. We are committed to fair hiring practices regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.