Support & professional services engineer

24-40 h/week | Delft

  • Ausbildung: higher education level
  • Erfahrung: 1-3 years
  • Bezahlung: € 32,000 - € 40,000 (fulltime employment)

Wie kannst Du helfen?

At Kopano, we need someone who enjoys helping our customers and partners sort out problems they have encountered with Kopano software.

The support and professional services team is responsible for tasks such as customer support by email, our portal and telephone, analysis of problems on server and client. Also included are product knowledge creation (including writing documentation), server and customer system checks, deployments and migrations and testing our software by reproducing issues together with the testing department.

Das sind Deine Herausforderungen

You play an essential role in the communication with our customers and partners. Depending on their experience level, you’ll work together with them to figure out what ‘it does not work’ means, all the way up to the level where there is a connection problem with one specific client on one particular operating system, or perform a deeper analysis of performance issues in a complex environment.

You are the interface between the customer and the QA and development team, where you will translate the problems and requirements into bug reports and feature requests, ready to be processed. You will ensure the customer, the technical teams and your own team is kept up to date on the status of the requests.

Wie sieht Dein typischer Arbeitstag aus?

A typical day starts with a quick check for new high priority issues that came in overnight or during the weekend. You’ll reach out to customers that have raised new issues to get all the information you need to inform the development and QA team or you will try to reproduce an issue in a lab environment where setting up a new system is a matter of a few clicks.

During the daily standup, you’ll discuss complex issues with your fellow support & professional services engineers and try to find a solution for the problem or a next step in the analysis that can be done by you or your colleagues.

Occasionally, you’ll be working on a project at a customer to deploy one of our products, to tune the system for optimal performance or to find the culprit in a poorly performing installation.

Machst Du den Unterschied?

  • Yes, if you have great analytical skills;
  • Yes, if you don’t stop searching until you’ve found the source for the problem;
  • Yes, if you have experience with Linux on the command line;
  • Yes, if you have good oral and written communication skills, English is a must, together with one of Dutch or German;
  • Yes, if you have experience with networking technologies such as HTTP, IMAP, SMTP and DNS.
  • No, if you cannot combine being a team worker with diving into your tasks on your own;
  • No, if you are not able to share your knowledge with others in written or spoken form;
  • No, if you don’t ask for help when you need it.

Was ist für Dich drin?

  • A market conform salary, depending on your skill and experience level
  • A good work/life balance, possibility to work from home a few days a week
  • Opportunities for personal development and growth
  • Secondary benefits such as holiday pay, 24 paid holidays, travel expenses, contributions to retirement funds
  • Many other things (often organized by colleagues!), like team events, sports activities and LAN parties

Wer sind wir?

We are Kopano, an open source software vendor with over 10 years of experience in email and communications. Since communications in the business world these days is more than just email, we are bringing various communication technologies together in a single platform.

Our young and dynamic teams are situated in The Netherlands and in Germany. From these offices, we work together with hundreds of partners to serve thousands of customers worldwide, as well as with many worldwide experts in the field of open source development and various Linux communities.

Heleen van Beek

Human Resources & Finance

Klingt interessant?

Schicke eine E-Mail mit Deiner Bewerbung und Deinem Lebenslauf an Heleen van Beek! Hast Du Fragen? Dann plane gern ein persönliches Gespräch!