We are seeking a motivated and customer-focused French and/or German speaking individual to join our global Customer Support organization as a Product Expert based in Europe.

The ideal candidate will possess a strong technical background including proficiency in Active Directory, excellent communication skills, and a proactive approach to problem-solving.

We are looking for someone with a passion for delivering exceptional customer service and a commitment to continuous improvement, ensuring our customers receive timely and effective assistance.

While relevant experience and education is valuable, we prioritize a positive attitude, a team-player mentality, and a strong willingness to learn over experience alone.

Key Responsibilities - Customer Support:

• Promptly respond to and triage customer inquiries and issues.

• Handle and resolve technical and usage-related problems efficiently.

• Identify issues requiring escalation and manage the process of escalating to second-line support and other internal departments for further troubleshooting.

• Monitor and track tickets, ensuring they are followed through to resolution, providing regular updates to customers on the status of their issues until resolution.

• Communicate and coordinate with internal departments to facilitate the resolution of complex issues.

• Assist our Customer Success team with activities such as service review meetings and customer system health checks.

• Accurately document processes, customer interactions, and resolutions within internal systems.

• Be available to work on-call hours as needed to provide coverage for our premium support customers, ensuring continuous support and service availability.

Required Qualifications:

• Excellent French and/or German communication skills, both written and spoken, is required as we are looking for someone to support our growing French- and German speaking customer base.

• Great English communication skills, both written and spoken, are required to interact effectively with global customers and internal teams.

• Ability to explain technical concepts clearly to customers with varying levels of technical expertise, adjusting the messaging to suit the audience.

• Proficiency in Active Directory.

Preferred Qualifications:

• Previous experience working in technical support or a similar role within a global IT company is desirable.

• Prior experience in the cyber- or IT security industry, particularly in vulnerability scanning or threat exposure management, is a strong plus.

• Working proficiency in additional languages (written and/or spoken) is a strong plus, especially Spanish.

Personal Attributes:

• Is passionate about helping our customers get the best possible experience with our products and services.

• A proactive approach to identifying and resolving issues, with a strong focus on customer satisfaction.

• Strong ability to communicate and collaborate effectively with both customers and internal departments.

• Ability to work independently and take initiative.

Ready to Join Us?

If this sounds like you, apply today, and we’ll get back to you within a few days!

Don’t meet all the criteria? Studies show that women and people of color are less likely to apply to jobs unless they meet every single requirement. At Outpost24, we’re committed to building a diverse and inclusive workplace where attitude, values, and a willingness to learn matter most. If you’re excited about this role but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway!