System Support Specialist (m/f/d)

System Support Specialist (m/f/d) Location: Germany, Remote 🚀 Why Exasol? Why Now? At Exasol, we believe that speed is the key to turning data into impact. Our in-memory, massively parallel processing (MPP) database is one of the fastest in the world, built from the ground up for analytics at scale. We help financial institutions, retailers, governments, and defense organizations make better decisions faster, by turning complex data into actionable insights in seconds, not hours. This is a pivotal moment for Exasol. As we double down on our growth in Germany and across Europe, we are building a commercial team that thrives on curiosity, grit, and action. And it starts with you, our next Business Development Representative. 💼 About the Role As a System Support Specialist, you independently resolve standard and moderately complex technical issues. You directly engage with customers and contribute to knowledge quality within the team. ✅ What You’ll Bring (Must-Haves) Proven ability to diagnose and resolve technical issues across multiple product areas Strong customer-facing communication skills in written and verbal formats Structured, data-driven troubleshooting approach Ability to prioritize and manage multiple cases while meeting SLA requirements Experience documenting technical solutions clearly and accurately 💡 Responsibilities Resolve standard and moderately complex technical support cases with clear ownership Escalate complex technical problems to the appropriate teams with complete context Create, maintain, and improve Knowledge Base (KCS) articles based on resolved cases Review and approve L1 case updates to ensure accuracy and quality Ensure consistent, high-quality customer communication throughout case resolution Contribute to continuous improvement of support processes and documentation 📆 A Day in the Life of a System Support Specialist at Exasol You start your day by reviewing your active case queue, prioritizing based on SLA commitments and business impact. You resolve several customer issues independently, identifying root causes and documenting solutions clearly. For a more complex issue, you gather logs, analyze system behavior, and escalate to engineering with a well-structured summary. You update the customer proactively, ensuring transparency and clarity. Later, you review L1 case updates, providing feedback to improve accuracy and consistency. You also convert a resolved issue into a Knowledge Base article, making it reusable for the team. Throughout the day, you collaborate with peers and other teams to ensure cases move forward efficiently and customers receive timely resolutions 📈 What’s in it for You Ownership of customer outcomes in a high-impact support environment Opportunity to deepen technical expertise across product modules Direct contribution to knowledge systems and process improvements Clear career path to L3 through increased technical ownership and mentoring responsibilities Competitive compensation A structured onboarding program and hands-on mentorship The chance to grow inside a fast-scaling, high-performance team 🎯 Ready to Launch Your Career with Exasol? If you’re hungry to learn, unafraid to fail, and energized by the idea of helping the world’s leading organizations unlock the power of their data — we want to hear from you. Apply now and be part of Exasol’s next chapter. About Exasol Take the next step in your career journey. Visit www.exasol.com to explore our current job openings, and follow us on LinkedIn to see what it is like to work at Exasol. Exasol is a proud equal opportunities employer. We are committed to a diverse and inclusive working environment and therefore base all our employment selection decisions, within all aspects of our business, on experience, skill, and integrity. We strongly encourage applicants from all walks to life to apply for our positions, irrespective of age, sex, gender identity, disability, sexual orientation, race, religion, etc. Apply To This Job