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Our mission is to simplify IT operations, making IT teams more efficient and users more productive.
The Role
Guide customers through NinjaOne implementation from software trials through 30 days after launch. Provide frontline support through email, phone, and Zendesk, evaluate and resolve requests, escalate complex issues, support sales and account management, document solutions, create knowledge-base content, and collaborate cross-functionally to improve onboarding and product issue resolution. The role requires fluent German and English, Windows expertise, Linux/macOS familiarity, strong organization, communication, multitasking, and customer-focused problem solving.
Summary Generated by Built In
About the Role
As an Associate Solutions Engineer at NinjaOne you will play a critical role in the customer lifecycle from early sales software trials to 30 days post implementation. In your role you will be front line response to customer inquiries through email, phone and ticketing systems (ZenDesk) and will evaluate complexity of requests, supply instruction and documentation to clients in a timely manner or escalate to support or senior sales engineers. Through your service, organized project management and knowledge, potential customers will have an opportunity to see and feel what our world-class support experience is all about. As an integral part of the team, you will streamline the onboarding experience and shorten the time to customers going live on our platform, while delivering an exceptional service experience.
Location - Berlin, Germany
What You’ll be Doing
- Guide our customers through the implementation of the NinjaOne solution
- Work closely with our sales teams to understand customer requirements and provide sales support
- Partner with our account management department to meet the needs of our existing customers
- Take initiative and provide prompt, accurate follow-up to tickets and support calls
- Collaborate with cross-functional teams to resolve critical product issues, develop solutions to minimize cycle time for problem resolution and make improvements for future releases
- Share knowledge of issues and corresponding resolutions or workarounds with partner teams such as the creation of new knowledge base articles
- Work a set schedule Monday - Friday 9am - 6pm Berlin time
- Other duties as needed
About You
- At least 2 years' experience in a customer service-related position
- Fluent in German and English
- Previous experience with IT software helpful, but not required
- Proficient in Windows (Windows registry, services, etc.) and have working knowledge of Linux/Mac
- You exercise sound judgment and prioritize based on customer impact
- As a lifelong learner you are adaptable to new technologies and embrace change
- Polished verbal and written communication skills that deliver messages with a customer first mindset
- You can work independently and with a team in a global environment
- Ability to efficiently multi-task with several tools, work independently and prioritize tasks, honor rules of engagement and follow policies, processes and procedures
- You are highly organized
- Experience with ZenDesk or other CRM ticketing software preferred
- Driven and self-motivated you; you set the pace for yourself and others around you
- Customers, clients and teammates see you as a problem solver that brings all the details to the solution
- Empathy, patience and a sense of humor - we work hard and have fun doing it!
About Us
NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
What You’ll Love
Grow personally and professionally with one of the fastest growing companies
Enjoy your lunch covered by NinjaOne 3 times/week at the office
Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)
Develop your skills through our renowned training platform
Receive competitive compensation
Collaborate with a curious, kind, international and intercultural workforce
Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit)
Enjoy your lunch covered by NinjaOne 3 times/week at the office
Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)
Develop your skills through our renowned training platform
Receive competitive compensation
Collaborate with a curious, kind, international and intercultural workforce
Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit)
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
#LI-RS1
Skills Required
- At least 2 years of experience in a customer service-related position
- Fluency in German and English
- Proficiency in Windows, including Windows Registry and services
- Working knowledge of Linux and Mac
- Sound judgment and ability to prioritize based on customer impact
- Adaptability to new technologies and willingness to embrace change
- Strong verbal and written communication skills with a customer-first mindset
- Ability to work independently and collaboratively in a global environment
- Ability to multitask, prioritize tasks, and follow policies and procedures
- Highly organized
- Experience with Zendesk or other CRM ticketing software
- Previous experience with IT software
- Problem-solving skills, empathy, patience, and self-motivation
NinjaOne Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NinjaOne and has not been reviewed or approved by NinjaOne.
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Healthcare Strength — Health coverage spans medical, dental, and vision with a notable employer premium contribution, alongside mental-health and wellness programs. This combination indicates robust support for routine and preventive care.
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Leave & Time Off Breadth — Policies highlight unlimited or flexible PTO alongside paid holidays and sick time, as well as generous parental leave. Flexible scheduling and hybrid/remote options reinforce time-off usability.
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Fair & Transparent Compensation — Pay is characterized as decent to good overall and competitive for many engineering and senior IC roles. Publicly posted ranges and salary snapshots align to market-typical totals in several functions.
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The Company
What We Do
NinjaOne, the automated endpoint management platform, delivers visibility, security, and control over all endpoints for more than 30,000 customers in 130+ countries. The cloud-native NinjaOne platform simplifies endpoint management, patching, and visibility for environments at any scale. It is proven to increase productivity, reduce security risk, and lower costs.
Why Work With Us
NinjaOne is proud to be an independent, founder-led company. NinjaOne is filled with passionate, driven people of all backgrounds. We’re proud to celebrate our differences and build a company based on integrity, inclusion and acceptance. We invest in our staff and implement a policy of transparency with a flat organizational structure.
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