Customer Support Specialist (German)

Job Description:

Pdftools is looking for a dedicated and technically savvy Customer Support Specialist to join our Customer Operations team. This role is central to ensuring a smooth, helpful, and technically accurate support experience for our customers across the globe.

You will be the first point of contact for technical support requests, managing around 10 inbound customer tickets daily, performing triage and basic analysis, and coordinating with internal teams. Over time, you will evolve into a subject matter expert on our licensing and documentation systems, and progressively handle more complex troubleshooting and product analysis.

Key responsibilities

• Manage and respond to a high volume of inbound support tickets.

• Perform initial triage and routing of customer issues.

• Provide first-level support for licensing and documentation topics.

• Assist with deeper technical investigations and problem-solving.

• Collaborate closely with engineers, product managers, and writers.

• Ensure adherence to internal support processes and maintain high-quality customer outcomes.

Requirements

• 3–5 years experience in a technical B2B customer support role.

• Experience with SaaS products and software licensing, combined with a strong technical understanding (eg. OS, command line, VMs).

• Familiarity with ticketing systems (e.g., Zendesk, Jira, Helpdesk).

• Proven ability to perform technical analysis and troubleshooting.

• Excellent written and verbal communication in English and German (must).

• Your passionate about customer interaction, love to take initiative, work independently and manage high-volume client requests.