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About the Role

As a Support System Specialist (2nd & 3rd Level), you will build and create structures, acting as the interface between Customer Support, Product, and Tech. You will drive the resolution of complex tickets and actively contribute to team improvement, taking on real responsibility from day one with the freedom to set things up effectively.

Responsibilities

• Process incoming support tickets at the 2nd and 3rd level.
• Resolve user issues and maintain communication with the development team.
• Serve as the central interface between Customer Support, Product, and Tech, ensuring critical issues are not lost between teams.
• Analyze and document error situations, evaluate solution approaches, and create structured bug tickets, including IDM topics.
• Manage the escalation process with Tech and Product until resolution, maintaining an overview of priorities and SLAs.
• Drive process improvements, build a structured knowledge base, and act as the Salesforce contact person for the support team.

Requirements

• 3-4 years of experience in technical support at the 2nd and 3rd level, ideally with experience in building structures and processes.
• Technical affinity and a solution-oriented mindset.
• Experience with Jira and creating bug tickets.
• Fluent written and spoken German and English.
• Structured, analytical way of working.
• Proactive communication, taking ownership, and managing multiple topics simultaneously.
• Reliability and team spirit, especially under pressure.

Skills

• Jira
• Bug ticket creation
• Salesforce
• SQL databases
• Scripting (e.g., Python, Bash)
• ITIL certification

Location

• Remote
• Hamburg
• Berlin
• Koblenz

Work Type

• Hybrid
• Remote Work within the EU, Switzerland, and UK

Experience Level

• 3-4 years

Benefits

• Two paid days per year for volunteer work.
• Flexible working hours.
• Hybrid work models.
• Remote work within the EU, Switzerland, and UK.
• Active learning time.
• Access to learning platforms.
• German and English courses.
• Continuous development opportunities.
• Supportive, collaborative environment.
• Team building budget for workshops and events.
• Opportunity to take on responsibility and shape structures.
• 30 days of vacation.
• Half days off on Christmas Eve and New Year's Eve.
• Dog-friendly offices.

About the Company

• Seven Education (formerly Sdui Group) develops an intelligent, AI-powered platform that helps schools and educational institutions work more efficiently.
• Our products reduce administrative tasks, improve communication, and enable teachers, institutions, and education administrators to focus on what truly matters: learning, growth, and people.
• As a European EdTech group with over 350 employees, we build intuitive, scalable solutions that simplify the daily lives of schools and educational institutions.
• Our software creates clarity every day, simplifies processes, and strengthens collaboration.
• We act with courage, ownership, and genuine collaboration, inspired by the impact our products have on the people at the heart of education.
• Our goal is clear: to become the leading EdTech brand in Europe.

Equal Opportunity

• At Seven Education, we believe that diversity enables new ideas and inclusion strengthens good collaboration.
• We welcome applications from people with diverse backgrounds, identities, and perspectives, as good education arises where everyone has the same opportunities.
• If you see yourself in the role but don't meet every requirement, please still feel free to contact us.