At Nexus, part of French IN Groupe, we secure the new society that emerges in the ever-expanding world of digital transformation. By challenging ourselves to go further and do better, we’re developing technology for high-demand global clients. Nexus’ Smart ID solutions and IoT platforms are changing how we perceive trusted identities. Do you want to be a part of our journey? 

Konstantin Erkenswick, our Head of Technical Support, is looking to strengthen the team with a talented German-speaking Technical Support Engineer (full-time, m/f/d) to join our office in Karlsruhe in a hybrid-remote working set-up for third-line support. 

What we offer you 

As a Technical Support Engineer, you will handle third-line technical inquiries through instant messaging, emails, and calls, providing high-quality solutions with professionalism. You'll own and resolve technical issues, translating customer needs into actionable solutions, and proactively identifying ways to enhance the Nexus product experience. By collaborating closely with engineering and sales teams, you'll ensure customer needs are met while providing valuable insights for product development. 

What you’ll do at Nexus 

• Advanced Technical Support: Deliver third-line support to customers and partners across multiple channels, including instant messaging, emails, and phone calls. Handle highly complex technical solutions where no two issues are alike, requiring in-depth problem-solving and tailored solution support. 
• Problem Ownership & Resolution: Take full responsibility for support tickets, ensuring timely responses and delivering high-quality, professional solutions. 
• Customer Needs & Technical Solutions: Translate customer requirements into technical solutions, advising customers and partners on product use and applications. 
• Proactive Problem Solving: Enhance customer experience by identifying potential improvements to Nexus products and providing feedback to the organization. 
• Understanding Product Application: Develop a strong understanding of how Nexus products are used in real-life scenarios, including both their advantages and limitations. 
• Collaboration with Cross-Functional Teams: Work closely with engineering and sales teams to escalate complex customer queries and ensure proper alignment between customer needs and product capabilities. 
• Feedback to Product Development: Provide continuous feedback to internal teams on potential product improvements and areas for enhancement based on customer interactions. 

About you 

• You are customer-focused and solutions-oriented. 
• Enjoy solving problems, troubleshooting, and making improvements. 
• Tech-savvy and easy understanding of technical systems. 
• Strong programming experience with a demonstrated ability to interpret, comprehend, and modify simple code; preferably with prior experience in Java. 
• Demonstrates initiative and proactivity; Highly organized and detail-oriented. 
• Can handle difficult situations and de-escalate tension. 
• Maintain a positive, open-minded, and flexible attitude. 
• Comfortable working independently or with others. 

Qualifications 

• IT, Computer Science, Engineering, or other highly technical background. 
• Ideally, 2-3 years of experience in a customer support function or direct customer-facing technical role. 
• Experience with networks and databases (SQL, MSSQL, Oracle, AD, LDAP, Linux).
• Strong programing skills, ideally with knowledge of Java
• Fluent German and very good English. 
• Experience with PKI and IT Security is a plus but not required—we’ll be glad to show you how cool these concepts are! 
  

Not sure you meet 100% of the qualifications?
 At Nexus, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying. 

Transparency, security, and trust are the core of our company; therefore, the final candidate will be subjected to a background check before training. 

Please submit your CV in English or German. 

Nexus is an equal opportunity employer.  
We truly believe in being ONE Nexus. You are welcomed at Nexus for who you are, no matter where you come from or what you look like. Our technology is for everyone, and so is our workplace. So, bring us your personal experience, your perspectives, and your background to thrive, collaborate, and be forward-thinking! It’s in our differences that we will find the power to keep innovating the way we secure the world.