1st Line Support Engineer with German

At cloudatus, we help customers drive technical solution design, development, deployment and support them alongside their cloud journey. As an all-cloud service and consulting provider for midsize and large enterprises, at cloudatus we speak cloud fluently: IaaS, PaaS, SaaS… – you name it.

We seek new talents to join our engineering teams to advance our international projects, where we build on collective competence and configure different types of infrastructure: cloud based, hybrid, on-premises.

As a 1st Line Support Engineer with German, you will be the first point of contact for users seeking IT support and assistance. You will handle incidents and service requests, provide first-line troubleshooting, document and classify tickets, and ensure smooth communication with customers and internal support teams. This role is part of an ITIL-aligned managed services environment and combines customer-facing support, ticket handling, escalation, documentation, and knowledge base maintenance.

At cloudatus, you will:

• Act as first point of contact for our customers for all hardware and software queries as part of first-level support

• Handling calls, tickets and emails from customers as well as supporting them

• Log, document, classify, and prioritize incidents and service requests in line with support procedures

• Provide first-line troubleshooting and resolve standard issues

• Escalate more complex or out-of-scope issues to second-line support or external vendors

• Keep users informed about ticket progress and next steps

• Create and regularly update tutorials, internal documentation, and knowledge base articles for the Support Team

• Cooperate closely with 2nd line teams and other technical specialists to ensure timely resolution

• Support service quality, ticket hygiene, and continuous improvement of support processes
• Shift work: This role involves working in a three-shift system: 6:00 AM – 2:00 PM, 2:00 PM – 10:00 PM, 10:00 PM – 6:00 AM

Required technical and professional expertise:

• Basic IT knowledge covering Outlook, Word, Excel, Microsoft 365, and end-user workplace support

• Knowledge of Windows 10 or newer and Microsoft Office 365

• General understanding of computer hardware and common end-user issues

• Good communication and customer service skills

• Basic understanding of ticket handling, prioritization, and support processes

• First professional experience in IT support or customer support is desirable

• Good German skills (B2 or higher)

• Good English skills (B2 or higher)

Nice to have

• Willingness and readiness to communicate directly with customers while handling and resolving support requests

• A customer-focused, problem-solving mindset, with the ability to understand and empathize with the customer’s perspective

• Patience, attention to detail, and composure in high-pressure or crisis situations

• Familiarity with ticketing systems or service management platforms

• Basic understanding of ITIL-based incident, request, and escalation processes

• Experience working in an SLA-driven support or managed services environment

• Experience creating user guides, tutorials, or internal knowledge base content

This role requires collaboration with customers mostly from DACH region, therefore a good command of German is required (minimum B2 level).

Benefits:

• B2B or employment contract

• Working with latest technologies

• Industry leading healthcare and comprehensive medical coverage (Luxmed)

• Opportunities to enhance your qualifications (MS certifications, Udemy courses, etc.)

• Customizable 1-on-1 English or German lessons

• Modern computer equipment

• Opportunities to network and connect (get-togethers, team-building events)

• Employee referral programme

• Flexible working schedule

Location:

• 100% remote

Take your expertise to new heights and gain the most in-demand skills.

Sounds like a fit? Let’s talk.