Why This Job is Featured on The SaaS Jobs
Support remains one of the clearest windows into how a SaaS product behaves in the real world, and this DACH-focused Technical Support Specialist role sits right at that intersection. NinjaOne operates a unified IT operations platform used across a large customer base, which typically means high product surface area and a steady flow of environment-specific issues across endpoints, networks, and tooling. The Berlin or Germany-based setup also signals a role embedded in a regional market while working within a multinational support organisation.
For a SaaS career path, the work builds durable product literacy: diagnosing recurring patterns, translating symptoms into actionable technical detail, and closing the loop with engineering, QA, product, and customer success. Exposure to ticketing workflows, knowledge base development, and internal and partner training mirrors how mature SaaS companies scale support without losing quality. The DACH scope adds experience in serving a language-specific segment while maintaining consistent global standards.
This position tends to suit professionals who enjoy structured problem solving, clear prioritisation based on customer impact, and ownership from first report through resolution. It also fits those who want hands-on breadth across Windows troubleshooting, with room to apply adjacent skills in Mac, Linux, basic networking, and virtualization as they arise.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
As a NinjaOne Technical Support Specialist, you will work alongside our multinational industry-leading product Support Team to provide transformative customer experiences. You will prioritize customer calls and email correspondence under the guidance of Support Leadership while taking ownership of customer issues and utilizing resources provided to ensure high-quality customer service interactions.
Location - hybrid from Berlin or remote from Germany
- Must be able to work a set schedule during office hours Monday to Friday
- Take initiative and provide prompt, accurate follow-up to tickets and support calls
- Ability to flourish under limited supervision
- Must be fluent in Windows troubleshooting
- Fluency in Mac troubleshooting a plus
- Experience with Linux troubleshooting desired
- Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
- Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc)
- Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
- Other duties as needed
- Fluent in German and English
- Excellent oral and verbal communication skills are a must
- A Bachelor's degree in Computer Science and/or equivalent work experience
- At least 2 years prior experience in a customer service/support-related position
- Proficient in Windows (Windows registry, services, etc), working knowledge of MacOS, and a general understanding of Linux distributions a plus
- Previous experience with Zendesk is a plus
- Able to exercise good judgment of priority based on customer impact
- Adaptable to new technologies and processes
- Strong interpersonal skills so as to be able to work in a team-oriented environment
- Understanding of any virtualization platform, basic networking
- Previous experience with RMM software is helpful, but not required
- A good sense of humor
- You enjoy the technical support environment
- You enjoy taking ownership and watching your efforts make a difference
- Italian / French / Dutch / Spanish is a plus
NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
- Hybrid office options enable you to successfully balance your personal life and your job
- Grow personally and professionally with one of the fastest growing companies
- Enjoy your lunch covered by NinjaOne 3 times/week at the office
- Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)
- Develop your skills through our renowned training platform
- Receive competitive compensation
- Collaborate with a curious, kind, international and intercultural workforce
- Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit)
This position is NOT eligible for Visa sponsorship.
Are you already interested? We would love to get to know you! Follow the link and submit your application. We can’t wait to see you at NinjaOne.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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