Semantic Web Company, doing business as Graphwise, is looking for a Technical Support Engineer to join our passionate international team. At Semantic Web Company (a Graphwise company), you’ll work alongside great people with a wide variety of backgrounds and talents.
About Graphwise
Graphwise enables organizations to unlock ROI for enterprise AI by delivering the most comprehensive and trusted industry solutions in the field of knowledge graphs and semantic AI technologies. Graphwise delivers the critical knowledge graph infrastructure to ensure enterprises are ready to realize the technology’s full potential. Graphwise, which is the result of the merger between tech visionaries Ontotext and Semantic Web Company, has over 200 employees worldwide, with offices located across North America, Europe, and APAC.
If you are interested in technology and working in a close-knit, dynamic environment, Graphwise 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 or are responsible to bring the right people in and manage the communication on all 2nd and 3rd-level support cases.
Technical Support Engineers work closely with Professional Services, Sales, System Operations, and Product Development to support our customers. They maintain direct day-to-day contact with both internal and external stakeholders. Their work is essential to ensuring customer satisfaction and is critical for the success of the company.
Your Main Responsibilities:
* Investigate and diagnose technical/non-technical issues reported by 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.
As the ideal candidate, you will have:
* Previous work experience on a comparable position or technical acumen to accommodate the job responsibilities
* 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 ). Basic shell scripting is a plus.
* Familiarity with OpenID Connect, SAML – based SSO and LDAP authentication protocols
* Excellent communication and troubleshooting skills
* Problem solving and analytical thinking
* Degree or advanced university studies, preferably in IT or a related discipline
* Business proficiency in English. German is a plus
Skills that are an asset:
* Experience with some industrial data and standards (industrial IoT, sensors, OPC UA, AutomationML, AdminShell, GS1 standards, IEC CDD or eClass, IFC, Electrical CIM, CFIHOS…).
* Experience with Dataspace standards and tools (IDSA RAM, GAIA-X FS, EDC, ESMF, SAAM
What We Offer:
* A friendly and professional international team and working environment in a rapidly expanding tech and AI company
* An exciting and challenging but rewarding, stimulating and vibrant position in an agile, dynamic, diverse and expanding company working in the semantic technologies and artificial intelligence domains
* Exposure to the newest technologies in AI and knowledge graphs space
* A workplace in an organization that is committed to sustainability and responsible business practices
* Flexible working hours and benefits that reflect our belief that a healthy work-life balance is a key driver of efficiency
* Career development path, through training, hands-on experience, time for innovation, and many more
* State-of-the-art infrastructure
* And, of course we offer free tea, coffee, fruit, and snacks
We would love to have you on our team! Please submit your application here .
Graphwise 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 DEI Group work towards ensuring an inclusive workplace.
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