Support Analyst (f/m/d)

About Thinkproject and the Role

Thinkproject revolutionizes the construction software industry by offering a unified platform that combines a comprehensive suite of proven solutions with cutting-edge features and integrations. Their Connected Data Ecosystem supports customers in efficiently managing building, infrastructure, and energy assets throughout their lifecycle, from delivery to operation and regeneration.

Day-to-Day Responsibilities

• Provide first- and second-level application support to customers using Thinkproject's Asset Management solutions, resolving issues promptly.
• Diagnose and troubleshoot both functional and technical problems across the product suite using tools like SQL and system logs.
• Take full ownership of support cases, ensuring clear communication and accountability until resolution.
• Maintain high service levels to guarantee an excellent customer support experience.
• Collaborate with cross-functional teams including Product, Engineering, Consulting, and Customer Success to address escalated issues and enhance service quality.
• Identify recurring technical problems, perform root cause analysis, and contribute to long-term solutions.
• Develop and update knowledge base articles, troubleshooting guides, and documentation to assist internal teams and customers.
• Continually seek ways to improve products, processes, and services through analysis of customer feedback and operational trends.
• Maintain in-depth expertise in Thinkproject's Asset Management offerings and related technologies.

Required Qualifications and Skills

• Fluency in English is essential.
• Between 2 to 5 years of experience in application, technical, or customer support within SaaS/software environments.
• Demonstrated ability to manage customer issues effectively from start to resolution.
• Proficient in troubleshooting software, system, and data-related problems.
• Familiarity with the construction, infrastructure, engineering, or asset management sectors is a plus.
• Experience with relational databases and SQL for data analysis and problem-solving.
• Understanding of cloud-based SaaS platforms and support workflows.
• Skilled in issue diagnosis and root cause analysis using structured approaches.
• Knowledge of APIs, integrations, and data migration concepts is desirable.
• Experience with service management tools like Salesforce Service Cloud, Jira Service Management, Zendesk, or equivalent ticketing systems.
• Comfortable working with system logs, configuration files, and application settings to aid troubleshooting.

Benefits and Culture

• Flexible hybrid work arrangements and the possibility to work remotely from abroad.
• Adaptable working hours to support work-life balance.
• Access to the Thinkproject Academy for personal and professional development.
• Free English language lessons to enhance communication skills.
• Unlimited opportunities for continuous learning.
• Community access to Headspace for mental wellness.
• Inclusive initiatives such as the Women's Network and corporate volunteering programs.
• Social activities fostering team engagement and company culture.

Thinkproject values employee input and provides tools to cultivate a respectful and supportive work environment, emphasizing staff development as a cornerstone of business success.

Contact and Application

Please apply by submitting your application, including your salary expectations and earliest availability.