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Our mission is to simplify IT operations, making IT teams more efficient and users more productive.
The Role
Provides technical support to customers through calls and email, troubleshooting Windows and other operating systems, prioritizing tickets, and resolving product issues. Collaborates with Engineering, QA, Product Management, and Customer Success to improve resolutions. Creates knowledge base content, shares workarounds, and delivers product training to internal and partner teams. Requires fluent Italian and English, strong communication skills, and at least two years of customer support experience.
Summary Generated by Built In
About the Role
As a NinjaOne Technical Support Specialist, you will work alongside our multinational industry-leading product Support Team to provide transformative customer experiences. You will prioritize customer calls and email correspondence under the guidance of Support Leadership while taking ownership of customer issues and utilizing resources provided to ensure high-quality customer service interactions.
Location - Berlin, Germany
What You’ll be Doing
- Must be able to work a set schedule during office hours Monday to Friday
- Take initiative and provide prompt, accurate follow-up to tickets and support calls
- Ability to flourish under limited supervision
- Must be fluent in Windows troubleshooting
- Fluency in Mac troubleshooting a plus
- Experience with Linux troubleshooting desired
- Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
- Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc)
- Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
- Other duties as needed
About You
- Fluent in Italian and English
- Excellent oral and verbal communication skills are a must
- A Bachelor's degree in Computer Science and/or equivalent work experience
- At least 2 years prior experience in a customer service/support-related position
- Proficient in Windows (Windows registry, services, etc), working knowledge of MacOS, and a general understanding of Linux distributions a plus
- Previous experience with Zendesk is a plus
- Able to exercise good judgment of priority based on customer impact
- Adaptable to new technologies and processes
- Strong interpersonal skills so as to be able to work in a team-oriented environment
- Understanding of any virtualization platform, basic networking
- Previous experience with RMM software is helpful, but not required
- A good sense of humor
- You enjoy the technical support environment
- You enjoy taking ownership and watching your efforts make a difference
- Polish / German / Dutch / Spanish / French is a plus
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.
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
Hybrid office options enable you to successfully balance your personal life and your job
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)
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-Hybrid
#BI-Hybrid
#LI-CR1
Skills Required
- Fluency in Italian and English
- Excellent oral and verbal communication skills
- Bachelor’s degree in Computer Science or equivalent work experience
- At least 2 years of experience in a customer service or technical support position
- Fluency in Windows troubleshooting, including Windows registry and services
- Ability to work a set Monday through Friday office-hours schedule
- Working knowledge of macOS troubleshooting
- General understanding of Linux distributions and troubleshooting
- Previous experience with Zendesk
- Understanding of a virtualization platform and basic networking
- Previous experience with RMM software
- Polish, German, Dutch, Spanish, or French language skills
- Strong interpersonal skills and ability to work in a team-oriented environment
- Ability to prioritize issues based on customer impact and work with limited supervision
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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