[Remote] Associate Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. ARIS is a Process Intelligence company that helps organizations discover, create, and transform their processes. They are seeking a motivated Technical Support Engineer to assist users in effectively utilizing their business process management and process mining solutions while supporting service improvement initiatives. Responsibilities Handle customer inquiries via ticket system, e-mail and phone to address product and technical issues efficiently Provide guidance on ARIS product features, functionality and troubleshooting Ensure proactive communication and timely, clear and friendly responses to achieve customer satisfaction Diagnose and troubleshoot product-related issues to identify root causes Assist customers in problem-solving by applying product and technical knowledge Work with logs, scripts or configurations to identify solutions Develop a deep understanding of ARIS product’s architecture, functionality and configuration options Keep up-to-date with product releases and improvements to provide relevant support to our customers Collaborate closely and proactively with other global ARIS teams (Engineering, Cloud Operations, Product Management and Customer Success Management) Identify patterns in support requests to proactively address recurring issues Contribute to improving support processes and workflows to enhance efficiency and response times Actively participate in training sessions and knowledge-sharing initiatives to refine best practices Skills Bachelor's degree in Computer Science, Engineering, Information Technology or equivalent experience 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 Cloud providers experience such as AWS and Microsoft Azure and their technologies ARIS product, installation, administration and configuration knowledge Benefits Company paid Holidays, Sick Leave, and Vacation time. Paid Family Leave and other leaves of absence. Community Service Day. Medical, Dental, Vision, FSA/HSA, Life Insurance and Pet Insurance. 401(k) Plan with up to 5% employer match. Wellness Program. 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. Company Overview As enterprises embrace Agentic AI, they face a critical challenge: how to deploy autonomous systems that are both powerful and trustworthy. It was founded in 1992, and is headquartered in Saarbrücken, Saarland, DE, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship ARIS has a track record of offering H1B sponsorships, with 1 in 2026, 1 in 2025. Please note that this does not guarantee sponsorship for this specific role.