Support Specialist Open Source Produkte (w/m/d)

Support Specialist Open Source Produkte (w/m/d)

Start of employment: Immediately

Scope: Full-time with the possibility of part-time by individual agreement

Duration: Permanent

Location: Bochum, flexible remote work possible

Salary: From €54,000 gross (full-time), with a possible supplement based on qualifications and experience, plus a variable component of 4%.

TL;DR: We are building a support team for openDesk in SaaS and on-premise operation. You can expect a versatile, technically demanding support environment with plenty of room for creativity.

Our support processes are under development: from establishing a ticketing system to developing a knowledge base, there is ample opportunity for your own ideas and contributions alongside operational support.

openDesk is our solution for a sovereign workplace with applications for communication, collaboration, and everyday office tasks. Our customers operate openDesk either as SaaS or in their own on-premise environments, creating a diverse and technically demanding support landscape.

Collaboration with operating partners and manufacturers means the support is also characterized by different responsibilities and interfaces. Many requests can be resolved directly, while others require coordination and escalation. It is important to maintain an overview and work in a structured manner, even as processes grow and evolve.

This role is intentionally designed as an entry point into our support team. In the medium term, we offer development opportunities beyond first-level support, e.g., towards second-level support or process ownership.

Your entry into our team:

• You will handle incoming tickets and qualify them: recording, categorizing, prioritizing (impact/urgency), including basic diagnostics within the scope of supporting groupware and office applications. Typical requests may involve user management topics, for example.
• You will maintain the queues in the ticketing system, document all progress, and ensure that response times, handovers, and escalations are properly adhered to.
• You will create tickets from incoming email requests and either process them yourself or forward them to operating partners in second-level support or to the manufacturers.
• You will stay on top of things, maintain an overview, and ensure complete ticket closures.
• You will flexibly take on tasks outside your area of expertise as required for the development of ZenDiS.

Your development

• You will help shape our support processes and make settings in our ticketing system.
• You will build and continuously optimize a knowledge base, both in content and technically, so that it can be used and provided as a valuable resource for user self-service and support at all levels.

Your perspective with us

In the long term, you will develop into a Support Engineer and take on additional challenges:

• You will maintain an overview across all service levels.
• You will manage second-level support for our customers and handle it yourself when necessary. You will ensure sensible prioritization and processing.
• You will be the point of contact for our component manufacturers when third-level support is needed to resolve an issue.
• You will create FAQ entries or user guides to proactively answer common questions.

What you bring to the table

• Experience in IT support or a service desk environment
• Confident use of ticketing systems, such as OTOBO, ideally also with administrative settings
• Understanding of support level models (1st/2nd/3rd level) and collaboration with external manufacturers, partners, and customers
• Experience in handling, supporting, and troubleshooting (web-based) groupware and office applications
• Very good written communication skills (precise error descriptions, comprehensible documentation)
• Ideally, experience with Open-Xchange, Nextcloud, Collabora, or OpenProject, or other open-source applications
• Ideally, experience in building or maintaining knowledge bases and support documentation
• Very good German language skills, written and spoken (C1)
• Good English language skills, written and spoken (B2)

What we value in you as part of our ZenDiS team?

You are willing to familiarize yourself with new subject areas and tasks and to continuously learn.

You enjoy working in a team and can collaborate constructively with colleagues, stakeholders, and partners.

You are self-motivated and also support others in finding good solutions together.

You keep a cool head even in complex or new situations and proceed in a structured manner.

The position sounds exciting, but you're not sure if your profile fits the role? Then let's talk. Simply contact me (Esther) at recruiting@zendis.de.

We value diversity and are happy to receive applications from all individuals, regardless of gender, sexual identity, nationality, ethnic and social origin, religion, disability, or age. You will experience a tolerant and open working atmosphere characterized by appreciation, curiosity, and the joy of exchange.

Your benefits

• Work in our beautiful office in Bochum with the option for flexible remote work
• Flexible working hours and models for a successful work-life balance
• For remote work/living: fixed travel/accommodation budget
• Training budget for experience- and competence-based development opportunities
• Supervision for team development
• Regular team events
• Company Deutschlandticket
• 30 days of vacation plus Christmas and New Year's Eve off

We are a start-up in development with room for creativity – including in shaping benefits!

Who are we?

With ZenDiS, we strengthen the digital sovereignty of public administration in Germany and support them on their path to technological self-determination. We primarily rely on open-source software for this.

Currently, more than 40 passionate individuals are working on this idea, and we are continuously growing. Our five departments, covering open-source products, the openCode platform, corporate strategy, and internal services like HR, bring together the expertise of many specialists.

ZenDiS is a GmbH (limited liability company) and is currently 100% owned by the federal government. The supervisory body is the Federal Ministry for Digital and State Modernization (BMDS). ZenDiS is based in Bochum.

Special notes

For us, your enthusiasm, your skills, and your drive to shape things are paramount. Diversity in terms of gender, age, religion, sexual identity, or origin enriches us. We welcome applications that contribute to both the competence and the diversity of ZenDiS. In cases of equal suitability, individuals with severe disabilities and those with equivalent status will be given preferential treatment. We particularly welcome applications from women.