Support Engineer (f/m/d)

Join us as a Support Engineer
Location: on-site in Berlin, Germany

About us

think-cell was founded in 2002 as a start-up. Today, the name think-cell stands for a high standard of graphics software worldwide. With the investor Cinven at our side, we want to continue to grow strategically.  

As a member of our support team, you'll have the autonomy to manage technical issues from start to finish. Your responsibility will be to analyse, trace, and resolve problems, collaborating with the development and test team as needed to ensure that any issues are thoroughly addressed and never resurface.

What you will do

• Support our customers: Resolve a wide range of issues, from basic usage questions to more complex, out-of-the-ordinary problems raised through tickets, calls, or remote support sessions, by providing effective troubleshooting advice and solutions.

• Problem solving and deep-dive analysis: Apply your strong analytical and logical thinking to dig deep into identifying root causes related to unusual system configurations, third-party tools and Office Add-ins, problematic user files, or unexpected  actions. Your focus will be on quickly solving problems for users and, when necessary, collecting the information necessary to help prevent it from happening again.

• Work with a team of experts: You’ll collaborate with a highly skilled team of problem solvers who thrive on tackling challenging technical puzzles. While you'll have the autonomy to handle issues independently, you’ll also have plenty of opportunities to engage with the Support team to improve your approaches and solutions.
• Collaborate with developers: Work closely with our development and test team to find permanent solutions to recurring issues in our software and third-party code.

• Vendor interaction: If a third-party issue arises, you'll work directly with vendors to encourage and facilitate fixes. If needed, you’ll create detailed Knowledge Base articles to help other users.

• Continuous improvement: Contribute to the enhancement of our internal diagnostic tools, including our automatic error-reporting framework, potentially working alongside developers to improve these systems.
• Support think-cell software deployment: Assist Software Management teams with properly configuring and deploying think-cell so that it works without interruption in the specific system and security configuration of their organization.

Your profile

• Logical problem solver: You excel at problem-solving and enjoy piecing together complex puzzles. This role requires deep analysis and the ability to uncover the root cause of issues, not just follow scripts.
• Customer focused: Your ability to communicate clearly and efficiently with customers will be key in providing excellent support and ensuring a smooth, positive experience.
• Self-sufficient and collaborative: You’re a self-starter who can work independently while also enjoying collaborative problem-solving with your team. You know when to ask questions, share knowledge, and work together for the best solutions.
• Curiosity: This job isn’t just about resolving tickets. You’ll be tasked with continuous learning and improving our diagnostic tools, and you should enjoy solving new, challenging problems as they arise.
• Language skills: Fluency in English is required. German and additional languages are a plus, as you’ll be supporting customers from around the world.
• Tech knowledge: Familiarity with Windows architecture or experience analysing minidumps would be beneficial, though not required.
• Open to all backgrounds: We welcome applicants from diverse fields of study and experiences.

If you enjoy solving puzzles, think logically, and thrive in an environment where your contributions make a real impact, we’d love to hear from you.

This position is based at think-cell’s headquarters in Berlin.

Why us?

With a global presence, we have offices in Berlin, Denver, Boston, London, and Tokyo, and a dedicated team of >150 employees. Our innovative solutions have garnered a broad and loyal customer base of more than 1.2 million business users in 30 thousand companies, including all top 10 global consulting firms, over the entire DAX 40, and 89 of the top 100 US blue chip enterprises.

Our differentiated and best-in-class proprietary technology thrives in an attractive market with dynamic growth potential, offering a large and expanding total addressable market. We continue to set the standard in business document creation, driven by our commitment to excellence and innovation.

Join our Journey

We encourage you to apply, even if you feel you may not tick every box. At think-cell, we understand that diversity fuels excellence, and we welcome all passionate individuals who want to contribute to our growing and exciting business. Your presence will help shape our inclusive culture and inspire us to reach new heights together.