Customer Support Representative

Founded in 2021, Revalize empowers manufacturing businesses to better design, model, develop, and sell—powering greater outcomes across the entire manufacturing value chain. Revalize leads with an AI-forward mindset—using technology as a catalyst, not a compass. We’re shaping the future of manufacturing technology with industry-leading CPQ, PLM, and design solutions that transform data into opportunity and accelerate the journey from idea to cash.

Revalize serves more than 16,000 global customers and is a portfolio company of TA Associates and Hg.

Job Description

We are looking for a second-level Technical Customer Support Representative to provide superior software support to our clients based in Germany.

Responsibilities:

• Provide excellent customer service to Revalize customers and teammates through consistent and thoughtful behavior aligned with Revalize values
• Provide support for incoming queries and issues related to the company’s proprietary software solutions PRO.FILE & Keytech
• Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved
• Reproduce problems and create test cases in complex software setups
• Adhere to established customer service and documentation standards
• Solve and respond to support requests and escalate issues as required
• Author, edit, and actively contribute to the improvement of knowledgebase articles, FAQs, and functional documentation related to Revalize proprietary software, processes, and procedures
• Execute various support tasks, including for example, performing installations and setting up applications

Qualifications

• Two (2) or more years experience in customer-facing technical support or related field 
• Previous professional experience working directly with complex software (database and/or web-based, object programming) customers to troubleshoot software issues 
• Previous experience providing application / technical support of SaaS applications; experience with one or more Revalize applications preferred 
• Language proficiency (spoken and written) in German and English required.   
• Analytical thinking skills to investigate and solve problems 
• Experience in dealing with customers and communicate in a professional way 

Preferred skills and abilities:

• Experienced in creating AI prompts 
• Experience in use of 3D CAD systems strongly preferred 
• Working knowledge of Salesforce and Atlassian Suite preferred 
• Thorough understanding of networking topologies & protocols preferred 
• Mac, iOS, and Android knowledge/experience preferred 
• Bachelor's Degree or equivalent preferred 
• Ability to excel in a high-paced ever-changing environment 

Additional Information

All your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application. 

Revalize designates standard working hours as 8:00 am to 5:00 pm Eastern Time (ET) for employees based in the United States and 08:00 to 17:00 Central European Time (CET) for employees operating within the EMEA region.

Qualified applicants will be asked to complete a 30 minute online pre-employment assessment as part of the recruitment process.