English Version

Job Description: Technical Support Manager (m/f/d) - Datacake IoT Platform

About Datacake:

Datacake is a leading IoT platform that has been providing innovative solutions for seven years. Since 2020, we have specialized in Software-as-a-Service (SaaS) and serve over 20,000 users in more than 50 countries worldwide, where we have successfully implemented commercial projects and generated recurring monthly revenue. Our success is based on customized verticals and effective inbound marketing strategies, which are proven by our success stories (see [Success Stories](URL to the Success Stories)). Now we want to further drive our growth through a strong outbound sales team to tap into the enormous market potential. For a smooth implementation, we need a Technical Support Manager (m/f/d).

Your responsibilities:

• Technical support and onboarding: helping customers get started with IoT solutions on the Datacake platform, including setting up accounts, workspaces, and devices.
• Development of payload decoders: Creation and customization of payload decoders for new LoraWAN devices that are not yet supported.
• Customer care: guiding and supporting customers in the integration of gateways and LoraWAN sensors, as well as in solving technical issues.
• Support and onboarding packages: Implementing and executing the support and onboarding packages sold to ensure that projects are completed successfully.
• Collaboration with the Sales and Support Team: Close collaboration with the Customer Support and Inbound Sales Development Team to ensure seamless customer care.
• Live chat support: Providing technical support via our online live chat tool crisp.chat and the Datacake platform.

Your profile:

• Technical Expertise: In-depth knowledge of working with IoT devices and platforms, especially in the LoraWAN space.
• Technical support experience: Proven experience in technical support or a similar role, ideally in the SaaS or IoT space.
• Problem-solving skills: Ability to quickly and efficiently identify and resolve technical issues.
• Communication skills: Strong written and verbal communication skills in German and English.
• Team player: Ability to work in an international and remote team.
• Customer focus: High level of service orientation and a passion for helping customers solve technical challenges.

We offer:

• Competitive salary: Competitive fixed salary with annual increase.