Support Engineer ARIS

Software AG helps companies manage and optimize their operations, infrastructure, and technology with products that simplify complexity, increase transparency, and prepare organizations for change.

Trusted by the world’s best brands for more than 50 years, Software AG’s AI-enabled process intelligence, application development, high-performance database, and strategic portfolio management solutions are used by banks, retailers, manufacturers, governments, and more.

Intelligent processes run on ARIS—The ARIS Suite empowers you to achieve operational excellence by providing clear visibility into your operations, enabling you to create outstanding processes, and ensuring close monitoring of your business to achieve long-term success. Champions rely on top-notch processes and need the right tools to stay ahead. With ARIS as your companion, there's no limit to what you can achieve.

Since 1992, ARIS has been a pioneer and leader in Business Process Analysis and Process Mining. ARIS serves as the backbone for transforming, optimizing, and controlling how you run your business. Trusted by thousands of leading organizations worldwide, ARIS is the essential companion on your journey to sustainable success.

Be you; join us.

We are looking for a Support Engineer to join one of Germany's largest software companies, Software AG. In this role, you'll work in an international environment with development teams that embrace flat hierarchies and encourage responsibility. Based in Saarbrücken, our main hub for ARIS products, you will be part of a dynamic and innovative team.

ARIS is a leading platform for business process management, helping companies digitize and improve their operations. With over 10 million users and 10,000+ customers worldwide, ARIS is trusted for process analysis, compliance, and process mining. Our cloud-based solutions use the latest technologies, offering an exciting and ever-changing work environment.

Reporting to the VP of ARIS R&D, you will collaborate with key stakeholders, including customers, engineers, and customer success managers. This role offers the chance to work closely with a successful and innovative product team, learn new skills, and gain experience with modern technologies like advanced cloud tools. If you’re looking for a role that combines growth opportunities, teamwork, and cutting-edge technology, this is the perfect fit!

Essential Functions

• Join our international ARIS Global Support team to provide world-class customer service.

• Respond to customer inquiries through a ticket system, email, and phone, efficiently addressing product and technical issues.

• Offer guidance on ARIS product features, functionality, and troubleshooting to help customers maximize their use of the platform.

• Ensure proactive, clear, and friendly communication with timely responses to achieve high customer satisfaction.

• Diagnose and troubleshoot product-related issues, working to identify root causes and implement effective solutions.

• Use logs, scripts, or configurations to analyze problems and resolve customer issues.

• Develop a thorough understanding of ARIS product architecture, functionality, and configuration options.

• Stay updated on product releases and improvements to provide relevant and accurate support.

• Collaborate closely with global teams, including Engineering, Cloud Operations, Product management, and Customer Success Management, to resolve customer concerns.

• Identify recurring patterns in support requests and contribute to proactive solutions for common issues.

• Assist in improving support processes and workflows to boost efficiency and response times.

• Actively participate in training sessions and knowledge-sharing initiatives to enhance skills and refine best practices.

• This role combines technical expertise, customer interaction, and collaboration across international teams to deliver exceptional support for ARIS users worldwide.

Minimum Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology or equivalent experience

• 2 + years Experience in customer support or a technical support role in a software or tech environment

• Familiarity with troubleshooting software issues and working with logs

• Strong commitment to providing an exceptional customer experience

• Ability to listen actively, communicate empathetically and address customer issues patiently and professionally

• Excellent verbal and written communication skills in English, able to explain complex technical concepts to a non-technical audience

• Comfortable in navigating customer interactions, even in challenging situations

• Willingness to learn and understand product details

• Eager to stay informed about product updates and integrate this knowledge into support practices

• Analytical thinking, strong problem-solving skills, both independently and as part of a team

• Understanding of software development methods

• Experience with basic Cloud concepts such as Multi-tenancy, Clustering, Micro-service architecture, containerization, orchestration and cloud technologies

• Commitment and team spirit

Nice to Haves

• Cloud providers experience such as AWS and Microsoft Azure and their technologies

• ARIS product, installation, administration and configuration knowledge

What’s in it for you?

• Earn competitive total compensation and receive comprehensive country-specific medical and other benefits.

• Enjoy time and location flexibility with our Hybrid Working Model, which allows a remote workshare of up to 60%. Work anywhere in your country or abroad for up to 10 days per year.

• Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.

• Lean on the Employee Assistance Program for support during some of life’s most common but difficult challenges.

At Software AG, we are committed to providing an environment of mutual respect and fairness where equal employment opportunities are available to all applicants and employees without regard to race, colour, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We believe that diversity, equity, and inclusion are critical to our success as a global company, and we seek to recruit, compensate, develop, promote, and retain the most talented people from a diverse candidate pool.

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To all recruitment agencies: Software AG does not entertain unsolicited CVs without prior approval from Software AG's Talent Acquisition Team. Kindly refrain from sending CVs to our job’s alias, Software AG employees, or any other organizational location without explicit consent. Software AG assumes no responsibility for any fees associated with unsolicited CVs.