Support Engineer

About

Are you a Support Engineer who enjoys solving complex technical problems while working closely with customers and internal teams? Do you take ownership of problem resolution from start to finish and are you motivated to find the root cause rather than quick fixes? We are looking for a Support Engineer who works at the intersection of customers, partners, and product teams – to solve problems, improve our products, and contribute to a high-quality user experience in our software and hardware ecosystem.

Responsibilities

• Provide technical support for the DACH, CEE, and Nordics regions via virtual support tools
• Analyze and resolve problems with partners/customers via remote support, occasionally on-site as required by the situation
• Prioritize, classify, and document all requests in the ticketing system (Zendesk and Jira)
• Conduct product tests and evaluations as part of the pre-release cycle
• Escalate and track customer-side problems and incidents to 3rd-level support and the Product Creation Team
• Actively contribute to product presentations and create training materials
• Set up and conduct product demo sessions with end-users and partners
• Actively contribute to projects and tenders in the pre- or post-sales phase
• Collaborate closely with the Sales, Marketing, and Order Desk teams during the development and sales cycle

Qualifications

• 2+ years of professional experience in technical service/support as part of a sales team (IT, software solutions, SaaS preferred)
• Strong customer orientation and problem-solving skills
• Initial experience with ticketing and remote tools (Zendesk, JIRA, TeamViewer, etc.) as well as in 1st and/or 2nd level support
• Solid knowledge in the following areas: Cloud solutions and technologies, Windows Client OS, Windows Server OS, macOS, network technology, virtualization technology (e.g., Citrix, Microsoft Remote Desktop Services, VMware), mobile app knowledge (iOS & Android)
• Excellent communication skills – fluent in spoken and written German and English
• Strong sense of responsibility: You take end-to-end ownership of complex customer issues, including coordination between Support, Product, R&D, Sales, and external partners
• Strong team player with a "can-do" attitude
• Good conceptual understanding of SaaS-based solutions and system dependencies to effectively analyze, reproduce, and escalate problems from a support perspective
• Openness to working with AI-powered support tools and willingness to contribute to their continuous improvement through high-quality cases and documentation
• High affinity for structured documentation and knowledge sharing as part of daily support work
• Willingness to actively contribute to the continuous improvement of support processes, tools, and ways of working in a growing global organization
• Willingness to travel occasionally

Benefits

• In accordance with the collective agreement for the electrical and electronics industry, the minimum salary for this position is €55,000 gross per year. The actual compensation package will be tailored to your experience and qualifications.
• Stability with Innovation: Become part of a globally recognized market leader in voice management and speech recognition solutions, marketed under the renowned Philips brand
• Collaborative Company Culture: Experience an inclusive, international team that values ownership, talent, and transparency – dedicated, supportive, and open to new ideas and people
• Continuous Learning: A dedicated framework for your personal development
• Extensive Advantages and Benefits: Flexible working hours | 2 Home-Office days per week possible | Workation from abroad for up to 10 days per year in combination with equivalent or more vacation | Learning and development opportunities according to your needs | Company canteen and healthy snacks | Employee assistance program from Mavie.care | December 24th and 31st as additional days off | 24/7 accident insurance | Gym membership at Wienerberg City & Country Club | Free on-site parking | Team events and company-wide events

About Us

At Speech Processing Solutions, we develop intelligent speech-based solutions that make daily work easier and more efficient for professionals worldwide. For over 70 years, speech productivity has been at the core of what we do – and we are constantly evolving. We offer the undisputed best audio recording experience worldwide, based on our award-winning professional dictation hardware. In parallel, we are leading the way in cloud-based speech processing software and shaping the future with AI-powered speech solutions. By uniting both worlds, we cover the entire value chain from speech to text – hardware, software, and services – from a trusted global brand that supports millions of people every day.