Customer Support (m/f)

LeanIX GmbH Published: May 23, 2018
Job Type



The support team at LeanIX is a critical part of our present and future success, and we are looking for absolutely and only the best people out there with a passion for solving customer problems and questions. We take the success of our customers very seriously. We feel their joy. We feel their pain.

  • Provide initial response, operational assistance, and development of software workarounds and/or resolutions
  • Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies
  • Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success
  • Bring in the customer’s voice to develop our product
  • Participate in root cause analysis and resolution of reported problems
  • Work closely with the Customer Success Manager (CSM) to maintain visibility and provide consistency to the Customer
  • Ensure all issues are systematically tracked, escalated and communicated
  • Share resolutions internally, and with customers via Knowledge Base
  • Contribution to Knowledge Base Enhancement
  • Proactively communicate with customers and team members regarding status of customer inquiries or problems
  • 2+ years of relevant work experience is desired
  • Strong written and verbal communication skills in German and English are preferred
  • Solid experience in problem analysis, resolution and debugging of software problems
  • Knowledge of HTML, CSS, Javascript (knowledge of other programming languages is a plus)
  • Team player who will innovate to continue improving the way LeanIX serves its customers
  • Passion for IT
LeanIX offers a Software-as-a-Service (SaaS) for Enterprise Architecture (EA), which enables organizations to take faster, data-driven decisions in their IT. More than 100 leading brands such as Adidas, DHL, Merck, Vodafone or Zalando use the innovative solution worldwide. Users of LeanIX gain insight how well the used technology supports the business to increase competitiveness and to strengthen innovation.
LeanIX addresses the frequent problem, that the required information about the IT landscape is missing, outdated or difficult to analyze. Use cases include application rationalization, technology risk management and the shift from monolithic architectures to microservices.
LeanIX was founded in 2012 by Jörg Beyer and André Christ. The company's headquarter is in Bonn, with offices in Boston, Massachusetts and Houston, Texas. A wide network of partners provides support in America, Europe and Australia.

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