Technical Solutions Manager Support (Data & Systems) (all genders)

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  "active_status": "active"
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  "language": "en",
  "location": {
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  "inferred_at": "2026-06-06T20:18:03.770Z",
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{
  "id": "2617815",
  "name": "Technical Solutions Manager Support (Data & Systems) (all genders)",
  "office": "Cologne / Remote from Germany",
  "keywords": [],
  "schedule": "full-time",
  "createdAt": "2026-04-29T10:36:05+00:00",
  "seniority": "experienced",
  "department": "Customer Success",
  "occupation": "technical_customer_service",
  "subcompany": "envelio GmbH",
  "employmentType": "permanent",
  "jobDescriptions": [
    {
      "name": "About Working at envelio",
      "value": "Too easy is boring. Together we have the mission to drive the energy transition forward. We love what we do—and no topic is too big for us. We take ownership of our work and grow with every challenge. In short: own it, love it, grow with it.<br>We’re a down-to-earth team of coffee and mate lovers. Our geek humor shows up in ritual emoji usage and an encyclopedic passion for unnecessary knowledge. More than 200 envelians with over 20 nationalities are already on board. Join us and grow with us!<br><br>"
    },
    {
      "name": "Your Role",
      "value": "At envelio, Customer Success is a key element of our company philosophy. With our product, the <strong>Intelligent Grid Platform (IGP)</strong>, we aim to <strong>create and maximize customer value</strong>.<br>As a <strong>Technical Solutions / Support Manager</strong>, you are the central point of contact for <strong>technical and data-driven support requests</strong>. You combine the perspective of our customers with a deep understanding of the data model, data flows, integration logic, and the resulting effects for customers using our software. This ensures that data-related and complex requests are answered <strong>quickly</strong> and holistically—and that internal implementation experts are involved precisely where real development work is required.<br><br>"
    },
    {
      "name": "How You Make an Impact",
      "value": "<ul><li>As part of our Support Team, you handle support requests end-to-end, with a strong focus on <strong>data-related topics</strong> (data model, data quality, import/sync understanding, interfaces) and on interpreting system behavior and output logic (e.g., expected vs. unexpected behavior). You are the <strong>interface to the Customer Implementation and Engineering teams</strong>: you clarify requirements up front, reduce back-and-forth, and ensure requests are complete so they can be processed efficiently.</li><li>You analyze and explain differences between system components (e.g., API vs. UI, different modules) and help customers classify them correctly.</li><li>You take on <strong>deeper technical analyses</strong> than classic support—for example by tracing data flows in a structured way, running plausibility checks related to existing features and limitations, and doing systematic debugging. This includes working with incomplete information as well as forming and validating hypotheses.</li><li>You advise customers on <strong>data and integration topics</strong> and find pragmatic solutions. You understand the IGP data model well enough to assess and answer <strong>customer questions about data logic</strong>.</li><li>You work in our CRM and ticketing system, prioritize, document thoroughly, and ensure reliable, clear, and binding communication with customers.</li><li>You also collaborate with our <strong>Product Team</strong> to identify recurring topics and solve them sustainably. You identify systematic patterns in support requests to help reduce them long-term.</li><li>You help improve support processes by turning recurring topics into <strong>FAQs, runbooks, and troubleshooting guides</strong>—with the clear goal of reducing repeat requests through documentation, standardization, and better explainability.</li><li>You build internal knowledge and share it proactively (e.g., trainings, office hours, knowledge base articles).</li></ul>"
    },
    {
      "name": "Your Profile",
      "value": "Perfection is a myth—we’re interested in how you think, work, and take responsibility. The points below are meant as guidance. Much more important is how well you fit the role and our team.<br><strong>Your profile & what makes this role special</strong><br><ul><li>You have completed a degree or vocational training in business, computer science, or a comparable field—or you acquired the necessary knowledge through another path.</li><li>You have a solid technical understanding and can explain complex relationships in a way that is tangible for others—including system behavior and interactions between components.</li><li>You enjoy working with data and are not afraid to go deep—<strong>SQL</strong> is not unfamiliar to you, but a tool.</li><li>You have experience in <strong>B2B customer support</strong> (ideally in a SaaS environment) and know how to discuss demanding topics clearly and confidently with customers.</li><li>You work in a structured way—regardless of how complex questions and requirements are—form hypotheses, and verify them systematically (including debugging with incomplete information).</li><li>You take <strong>ownership</strong> and strive to make things <strong>sustainably better</strong>: if you take on a topic, you see it through—even if it’s complex or involves multiple teams.</li><li>You work <strong>proactively</strong>: you don’t wait for the next ticket; you recognize patterns, ask questions, initiate improvements, and implement them.</li><li>You’re <strong>not afraid of new topics</strong>: unclear data flows, unknown systems, or complex setups are not obstacles, but motivating challenges.</li><li>You communicate confidently in German and English (C1)—both written and spoken.</li></ul><strong>Nice to have</strong><br><ul><li>Experience with data integrations (e.g., ETL/ELT, APIs, interfaces, data quality checks)</li><li>Basic understanding of the energy sector or interest in quickly learning the domain</li><li>Experience collaborating with Engineering or Product teams</li><li>Experience debugging complex systems or working with distributed systems (e.g., multiple services, APIs, data sources)</li></ul><br>"
    },
    {
      "name": "Your Benefits",
      "value": "<ul style=\"border:0px solid;font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);text-decoration:none;font-family:Inter, '-apple-system', BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';color:rgb(32,32,32);\"><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\"><strong style=\"border:0px solid;margin:0px;font-weight:600;\">Flexible working mode</strong> within Germany: Hybrid, from home or in our lovely office in Cologne </li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\">Option for<span style=\"border:0px solid;margin:0px;\"> </span><strong style=\"border:0px solid;margin:0px;font-weight:600;\">remote work</strong><span style=\"border:0px solid;margin:0px;\"> </span>from abroad (up to three months per year from anywhere in the EU or the USA)  </li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\"><strong style=\"border:0px solid;margin:0px;font-weight:600;\">State of the art </strong><strong style=\"border:0px solid;margin:0px;font-weight:600;\">technology</strong> and modern tech stack </li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\">Excellent hardware equipment (16 inch MacBooks, 2 screens at your workplace)  </li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\">Support for your health through <strong style=\"border:0px solid;margin:0px;font-weight:600;\">sports membership</strong><span style=\"border:0px solid;margin:0px;\"> </span>cooperations</li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-style:normal;font-weight:400;text-transform:none;color:rgb(44,44,43);\">Professional<span> </span></span><span style=\"font-style:normal;text-transform:none;font-weight:600;color:rgb(44,44,43);\">mental wellbeing support</span><span style=\"font-style:normal;font-weight:400;text-transform:none;color:rgb(44,44,43);\"><span> </span>through our partner nilo for you and your family</span></li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\">Flexible use of a<span style=\"border:0px solid;margin:0px;\"> </span><strong style=\"border:0px solid;margin:0px;font-weight:600;\">monthly </strong><strong style=\"border:0px solid;margin:0px;font-weight:600;\">mobility budget</strong><span style=\"border:0px solid;margin:0px;\"> </span>(e.g. Jobrad, public transport) </li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\"><strong style=\"border:0px solid;margin:0px;font-weight:600;\">Time and resources</strong> for individual growth</li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\">Regular <strong>tech & growth talks </strong>for internal knowledge sharing </li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\">envelio<span style=\"border:0px solid;margin:0px;\"> </span><strong style=\"border:0px solid;margin:0px;font-weight:600;\">pension plan</strong>  </li><li style=\"border:0px solid;margin:0px;font-family:Arial, Helvetica, sans-serif;\">Regular<span style=\"border:0px solid;margin:0px;\"> </span><strong style=\"border:0px solid;margin:0px;font-weight:600;\">company and team </strong><strong style=\"border:0px solid;margin:0px;font-weight:600;\">events</strong><strong style=\"border:0px solid;margin:0px;font-weight:600;\"> </strong></li></ul>"
    }
  ],
  "occupationCategory": "customer_support_and_client_care",
  "recruitingCategory": "Festangestellte"
}