Technical Support Engineer (m/f/d)

We are looking for a Technical Support Engineer (m/f/d) to join our passionate team in Vienna, Austria. At Semantic Web Company (SWC) you’ll work alongside great people with a wide variety of backgrounds and talents.

About SWC

SWC  is   a    leading    provider    of    graph-based knowledge technologies. Its flagship product, the PoolParty Semantic Suite, is the  most complete  semantic  middleware on the market comprising taxonomy, auto classification, text mining, semantic search, recommender systems, and knowledge graph solutions. SWC supports over 180 organizations, including over 50 Forbes Global 2000 companies, and has been a pioneer in the field of Semantic AI for over 15 years.

If you are interested in technology and working in a close-knit, dynamic environment, SWC might be the right fit for you.

About the Role

Technical Support Engineers are responsible for managing our customer support desk and parts of our internal service desk. Their main focus is to provide 1st level support to our customers. In addition, they do 2nd-level support on more in-depth support cases if applicable or bring the right people in and manage the communication on all 2nd and 3rd-level support cases.

They are included in our customer success teams working closely with Professional Services and Sales to support customers and our System Operations team and by that are the ones that have direct day-to-day contact with our internal and external customers. So their work is crucial for customer satisfaction and the success of our company.

Your Main Responsibilities:

• Investigate and diagnose technical/non-technical issues reported by PoolParty users and deliver solutions.
• Interact with customers professionally and courteously to understand their issues and provide timely assistance.
• Provide technical guidance and support to users
• Work independently or collaboratively with other team members to resolve software-related issues
• Document troubleshooting steps, solutions, and workarounds for common issues to build a knowledge base for future reference
• Conduct training sessions or create instructional materials to educate users on software functionality, best practices, and troubleshooting techniques.
• Escalate complex or unresolved issues to higher-level support teams, developers, or product managers as needed.

As the ideal candidate, you will have:

• Hands-on experience with Windows/Linux OS environments with a good understanding of computer systems and web applications.
• Familiarity with ticketing systems, remote desktop applications, and help desk software (e.g. Jira)
• Knowledge of basic networking concepts, understanding of Cloud and related services ( AWS, Azure ), and basic shell scripting is a plus.
• Preferred familiarity or basic understanding of KeyCloak and other SAML SSO/LDAP authentication Protocols.
• Excellent communication and troubleshooting skills
• Problem solving and analytical thinking

Other qualifications and experiences (nice to have):

• Business proficiency in English, and German is a plus.
• Bachelor’s degree in Information Technology, Computer Science, or relevant field.
• Proven work experience in a comparable position or technical acumen to accommodate the job responsibilities.

What We Offer:

• A friendly and professional working environment in a rapidly-expanding tech and AI company
• A workplace in an organization that is committed to sustainability and responsible business practices (ESG)
• An attractive office with a library, small gym, showers, and relaxation zone that is based in the heart of Vienna, Austria (“the most liveable city in the world” according to ‘The Economist’). Located on the popular Mariahilferstrasse, our office is easy to reach with public transportation and is busy with shopping and food options
• An international workspace where more than 65% of colleagues come from across the globe. English is the main working language in the company
• Invitation to company-sponsored social activities and additional team building activities throughout the year
• Career development path, through: paid internal & external trainings on an individual and team level, hands-on experience, time for innovation, and many more
• A good work-life balance with the possibility to work from home up to 3 days per week and flexible working hours
• And of course, we offer free tea, coffee, fruit, and snacks

The minimum gross salary offered (full-time-equivalent) is EUR 50.000- p.a. – an overpayment is possible, depending on education, skills, and work experience.

We would love to have you on our team!

Semantic Web Company welcomes applicants of all backgrounds regardless of race, ethnicity, sexual orientation, gender expression, age, disability, and other statuses. Our company culture as well as policies enforced by our active Diversity Equity & Inclusion Group work towards ensuring we have an inclusive workplace.