Software Support Coordinator(m/f/d)

At Hexagon, our physical security team develops software to safeguard your world. Our video and incident management solutions help our customers to quickly resolve incidents and minimize their impact. We are a global company headquartered in US, with service teams in US, UK, India, Israel and Germany. Become part of our extraordinary team and help us create a safer world! This role is ideal for someone who loves to solve complex technical software problems and enjoys facilitating collaboration between teams.

About the Role

To enhance our support efficiency, we are introducing a new role for our location in Bruchsal, Germany: Software Support Coordinator(m/f/d). In this role you are the central connector between support and development and manage support cases and priorities ensuring our customers receive the highest level of service. This position offers a remote work arrangement. As part of our global hiring process, please submit your CV in English.

Main Responsibilities

• Coordinate in general the flow of T4 („escalated to development“) support cases for our products
• Optimize the processing of support cases
• Keep all stakeholders up to date (proactive communication between costumers and stakeholders and keep them up to date regarding status and progress)
• Ensure developers have all necessary information when taking on a case
• After coordination with Sales, Professional Services, Support and product management, you determine the processing order of the cases
• Ensure KPI compliance
• Lead regular meetings with the support and the development teams
• Collect information for higher-level status meetings, e.g. with customers

What we are looking for

• Completed IT training, degree, or equivalent qualification
• Several years of experience in third level IT support
• Experience in project management is a plus
• Experience in an agile work environment desired
• Fluent in English and German
• Structured way of working, good communication skills and ability to work in a team

What we offer you?

• 30 days of vacation
• The perfect blend of an international company with local culture
• Opportunities for professional and personal development
• Hybrid or remote work
• Joint team and company events such as hackathons, barbecues, company runs and more
• Bike leasing for your health

Passionate about optimizing support workflows and ensuring seamless communication between teams while contributing to global safety and security? Apply now! Please include your CV and salary expectations