Technical Support Engineer

The MIS Support team provides Tier 2 technical support for our customers globally, ensuring smooth operations and timely resolution of both critical and low-priority requests. We manage escalations from Tier 1 Support, assist the Incident Management team during urgent incidents, and proactively monitor alerts to prevent disruptions. Our scope also includes troubleshooting complex technical issues, supporting customer configurations, and creating runbooks and documentation for recurring problems.

• Responding to and resolving escalated technical issues from Tier 1 Support.
• Responding to and assisting with critical incidents escalated from Incident Management.
• Helping our customers with configuration issues and questions.
• Maintain monitoring and alerting, reinforcing a proactive issue response mindset.
• Collaborate with other support teams and our developers to resolve more complex challenges.
• Assist Tier 1 support with training, runbooks, and mentoring.
• Create documentation and runbooks by identifying and documenting solutions for repetitive issues.
• Stay on top of the latest technology trends and advancements to provide the best possible support to our clients.

At VistaPrint, we strive to hire individuals who add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply - even if you feel that you don't meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience working in a production/application support role.
• Strong knowledge of hardware, software, and network systems.
• Familiarity with querying languages like SQL, JQL, and LookML.
• Having worked with tools, e.g., New Relic, Sumologic, Jira, and Gitlab.
• Automation experience using scripting tools, e.g., Postman, VS Code, etc.
• Experience with troubleshooting and resolving complex technical issues.
• Able to read error messages and stack traces and translate them into action.
• Knowledge of cloud-based services such as AWS.
• Experience with RESTful JSON services is a plus.
• Excellent communication and interpersonal skills.
• Excellent written and verbal communication skills in German and English.
• Ability to work well in a fast-paced and constantly changing environment.
• Customer-centric mindset with a strong focus on delivering exceptional service.

• Familiarity with Zendesk (ticketing), Confluence (documentation), and Slack (team communication).

There is a lot to love about working at VistaPrint. We are an award-winning remote-first company. We're an inclusive community. We're growing (which means you can too). To help orient us all in the same direction, we have our Vista Behaviors, which exemplify the behavioral attributes that make us a culturally strong and high-performing team.

VistaPrint is the design and marketing partner to millions of small businesses worldwide. For over 20 years, we've been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. Together, VistaCreate, 99designs by Vista, and VistaPrint represent a comprehensive design, digital, and print solution, elevating the presence of small businesses in both physical and digital spaces and empowering them to achieve success. VistaPrint is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online, and on-the-go.

VistaPrint exists to help our customers bring their dreams to life. Each dream is unique – and the VistaPrint team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to be role models and live an inclusive culture of fairness, respect, and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

VistaPrint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive; in fact, we often strive to do more than the law requires in many cases.

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