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 https://aris.com/.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.