Customer Support Specialist, LeanIX
Salary not provided
SQL
HTML
Python
GraphQL
Azure
GSuite
Okta
Intercom
Confluence
JSON
ServiceNow
Junior level
Remote in France, Germany, Netherlands, UK
Amsterdam
Berlin
London
Paris
Continuous transformation platform
Open for applications
Continuous transformation platform
501-1000 employees
B2BAnalyticsBusiness IntelligenceSaaSDevOps
Open for applications
Salary not provided
SQL
HTML
Python
GraphQL
Azure
GSuite
Okta
Intercom
Confluence
JSON
ServiceNow
Junior level
Remote in France, Germany, Netherlands, UK
Amsterdam
Berlin
London
Paris
501-1000 employees
B2BAnalyticsBusiness IntelligenceSaaSDevOps
Company mission
To enable continuous transformation in enterprises.
Role
Who you are
- 1-2 years of relevant work experience in problem analysis, resolution and debugging of software problems
- Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups
- Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers
- Fundamental technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (LeanIX, iServer, ServiceNow, Ardoq)
- Profound understanding of Customer Support KPI/Metrics
- Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)
- SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
- Software/Configuration integration between applications (Service Now, Confluence, Pivio, Apptio, Intercom, Signavio)
- Passion for solving technical problems
- Fluent in English for all territories; for some territories fluent in additional languages are a must: German for DACH, French for France, Dutch is a plus for Benelux - please indicate your language skills in your CV
What the job involves
- We are looking for a Customer Support Specialist who will help evaluate and support agents based customer‘s request to support
- As part of the Customer Success organization, you will play a critical role in the company’s current and future success as your primary goal will be to empower and enable our customers to efficiently and effectively use the LeanIX product suite
- You will be building strong relationships with our valued customers, understanding their needs, and guiding them through technical issues
- The Customer Support Specialist role is an excellent pathway into the software field as this role will be given the opportunity not only to learn about LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company
- Customer Support Specialists have gone on to thrive not only in the Support organization but in Product Development and Customer Success Management, as well
- You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience
- Provide initial response, operational assistance, and development of software workarounds and/or resolutions
- Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies
- Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success
- Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer
- Ensure all issues are systematically tracked, escalated, and communicated
- Participate in root cause analysis and uses technical resources to fully understand, analyse and reproduce reported problems
- Extensive participation in a development team as a support agent, gaining deeper insights into problems and bringing in the customer’s voice and insight to enhance the product
- Continuously improving the knowledge base and educating team members on improvements
- Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non technical contacts
- Able to think outside of the box to come up with creative solutions to fulfil the customers use-case by using and extending our script library
- Ability to showcase the potential of the support team to other teams and departments
- Ability to take complete ownership of parts of the support process
- Serves as a mentor and gives guidance to colleagues and new hires
- Able to think outside of the box to come up with creative solutions to fulfil the customers use-case
Application process
- Please indicate your language skills in your CV
Our take
Founded in 2012, LeanIX is an enterprise architecture software company considered the ‘Google Maps for IT architects’. Its Continuous Transformation Platform offers SaaS solutions to provide IT architects and asset managers, business leaders, and DevOps teams with transparency and control over their enterprise architecture and microservices.
The company is trusted by a long list of international customers - it secured its 1000th customer in early 2023 - with notable clients including Volkswagen, Adidas and Vodafone. It has also accrued dozens of partners, including big names Deloitte and PwC.
As LeanIX continues to rapidly make new partnerships, such as with Cleanshelf and SAP (who acquired LeanIX in 2023 for $1.2 billion), its platform is becoming increasingly able to service all IT areas. Funds raised by the company have enabled it to further develop its complementary solutions for cloud governance, as well as continue international growth by adding to its offices in India, Germany, and the Netherlands.
Kirsty
Company Specialist
Insights
Top investors
Company
Funding (last 2 of 4 rounds)
Jul 2020
$80m
SERIES D
Dec 2018
$30m
SERIES C
Total funding: $120m
Company benefits
- You can attend external conferences and training programs, and we organize in-house meetups and lunch&learn sessions
- Our fast-moving startup environment constantly opens up new development opportunities and offers new challenges for personal growth
- Connected Remote Work Mode which means you work remotely from your home office and from one of our offices (approx. 20% of your time)
- Regular company events such as our yearly Christmas party and summer parties
- Our office is not only used for work but is also home to different meetups, table tennis tournaments, or just some beers after work with colleague
- MacBook Pro and all the accompaniments
- 500 (dollar / EUR) home office budget to purchase what you’d like to complete or improve your workspace at home!
- Flexible working hours
- Paid special leave for specific occasions such as your wedding or the birth of a child
- In our offices we have like tons of drinks like water, coffee, tea all available for free and if you like a little more variety, we also complementary some soft drinks as well
- No dress code
- Employee referral bonus
- Dogs at work - We allow our employees to have their dogs at work when they wish (only 2 dogs a day in Boston, though! Just sign your dog up on Slack).
- Pension - We subsidize our LeanIX company pension with 20% of the contribution you convert from your salary 🇪🇺
- Colleagues in the Bonn office can use a job-ticket for free, park next to our building or leave their bike in the bike stands 🇪🇺
- Every non-German speaking employee working in Bonn has a budget of 1000€ to take German language classes if they want to learn the language! 🇪🇺
- Permanent discounts on different products and services of well-known suppliers via our corporate benefits platform 🇪🇺
- HelloFreshGO fridge in our Bonn office where you can grab snacks or a healthy lunch - LeanIX funds 2 EUR per day, per employee, for HelloFreshGO meals 🇪🇺
- Monthly TGIF lunch (“Thank god it’s Friday”), where everyone prepares a dish and shares with the team. TGIF takes places every third Friday of each month 🇪🇺
- Annual social day where employees are off from work to help on a social project 🇪🇺
- Option to lease a JobRad 🇪🇺
Company values
- Valuing customer outcomes over output
- Autonomous Product Teams
- Continuous Improvement
- Collaborative software development
- Craftsmanship
Company HQ
Gronau, Bonn, Germany
Articles
Leadership
André Christ
(CEO)Previously served as Managing Consultant for Deutsche Post DHL Inhouse Consulting and Interned at High-Tech Gründerfonds.
Share this job
View 12 more jobs at LeanIX