Fluent written and verbal German and English language skill (written and verbal) is mandatory. Any additional languages are considered a strong plus, with Italian and French being the highest priority. You have a mindset of excellence and strive for continuous improvement Self-governing with keen attention to detail A customer experience focus You are well organized and process-minded Passionate to learn on the job You are open to work in a standby schedule which requires availability outside business hours according to this schedule Bachelor Degree in IT, mechanical, electrical, electronic, mechatronics, software or similar Ability to troubleshoot issues independently and deliver clear and easy-to-follow solutions Ability to prioritize work and manage time efficiently General knowledge of desktop hardware Advanced knowledge of Microsoft Windows workstation operating systems Hands-on knowledge of server hardware, TCP/IP networks, and storage solutions (DAS, NAS, SAN, RAID). Familiarity in standard customer IT environments, consisting of hardware virtualization and server monitoring tools; Microsoft Windows Server Administration (installation, system management, access permissions, IIS management, disk management); and MS SQL Server Administration (installation, database management, reporting services, SQL queries). Experience with additive manufacturing and/or CAD software packages is a plus CompTIA A+ or similar IT certifications are considered a plus Assist customers with questions about the licensing, functioning, installation, and/or configuration of Materialise’s software products after an intial, in-depth onboarding program, according to work instructions and available (product) information. Assist in the resolution of technical incidents and problems related to the use, configuration, and/or setup of selected software products for our German- and English-speaking customers. Assistance is provided remotely through telephone, email, or shared web sessions. Collaborate closely with product experts for advanced issues, yet remain owner and main customer contact Increase your professional knowledge and technical skills to further optimize our internal knowledge base. Monitor the ticket queue and respond to all tickets within the established timelines. Process and manage customer data to ensure efficient handling of customers' issues according to the service level agreements. Help grow the customer support organization within Materialise by providing input to enhance processes and by sharing knowledge and experience Obtain the CompTIA A+ certification Report to the Customer Service Support Manager of Materialise Software. You will be based in the EMEA region, with the option to work remotely, and you will work in a global team with colleagues around the world, such as Belgium, Ukraine, US, Germany, and several Asian countries.