Technical Support Engineer

Ontotext, doing business as Graphwise, is looking for a Technical Support Engineer to join our passionate international team. At Ontotext (a Graphwise company), you’ll work alongside great people with a wide variety of backgrounds and talents.

About Ontotext / 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.

Escalate complex or unresolved issues to higher-level support teams, developers, or product managers as needed.

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

What We Offer:

A friendly and professional international team and working environment in a rapidly-expanding tech and AI company

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

An international workspace where more than 65% of colleagues come from across the globe. English is the main working language at the company

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: paid internal & external trainings on an individual and team level; hands-on experience; time for innovation, and many more

And, of course, we offer free tea, coffee, fruit, and snacks

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 Diversity Equity & Inclusion Group work towards ensuring we have an inclusive workplace.