Support Manager (m/f/d)

The Hallo Welt! GmbH is one of the leading specialists for the Wikipedia software MediaWiki. We are the developers of BlueSpice, the open source wiki for companies, which is used in more than 160 countries and has over 1,000,000 downloads.

We are fascinated by the task of developing easy-to-use, standardized enterprise software. Our software integrates state-of-the-art frameworks, new technologies, and standards. We optimize, automate, test, and publish it in our cloud services or as a server solution.

We also deliver the full range of services: from planning, installation, and development to maintenance and support. Our specialized team of more than 25 employees ensures that the wikis of more than 250 customers from all industries and in three continents are optimally planned, implemented, and supported.

Can you keep track of everything even in the support jungle? Do you know which tickets have priority, coordinate smoothly between customers and teams, and get processes up to speed?

Then join our Customer Success Team at Hallo Welt! GmbH as a Support Manager. Become the central point of contact for all support issues from 1st to 3rd level.

• You are an integral part of the Hallo Welt! Customer Success Team and have overall responsibility for coordinating and prioritizing support requests at the 1st, 2nd, and 3rd levels.
• You organize the receipt of new support requests across all channels, ensure structured processing within the framework of our SLAs, and keep track of tickets, tasks, and workloads at all times.
• You are responsible for incident management, including coordination, communication, and follow-up with our customers.
• You have a deep understanding of our customers’ needs and requirements and act as the central point of contact for complex support issues.
• You prioritize ongoing tasks in close cooperation with sales, service, development, and product management.
• You develop and optimize support processes, establish a structured reporting system, and create transparency regarding support performance and quality.
• You will work closely with the team via our ticket system (Easy Redmine) and adapt it as needed.
• You will actively promote knowledge transfer between the teams involved, thereby contributing to the continuous improvement of our support.

• Ideally, you have a degree or comparable qualification in a technical or commercial field.
• You have at least 3 years of experience in IT or software support, ideally in the field of enterprise software.
• You have a very good understanding of support processes and their continuous development.
• You are characterized by a structured, solution-oriented approach to work and are able to set priorities even under time pressure.
• You remain friendly, solution-oriented, and professional even in challenging situations, and you work conscientiously, reliably, and on schedule.
• You have very good written and spoken German skills (C1) and good English skills (at least B2) for daily communication.

• Varied and interesting tasks with a high degree of personal responsibility
• Flat company hierarchies, an international and motivated team, and good humor
• Flexible working hours, flexitime models, and the option to work remotely or in a home office
• A workplace in one of the most beautiful cities in Germany with top quality of life: Regensburg. Optimal connections to local transport included.
• A personal budget for further education and training
• Extras such as a subsidy for the company pension scheme

• A position with the innovation driver for MediaWiki applications
• Access to state-of-the-art technologies such as Docker and many others
• Creative freedom in a small, but fine team of developers and tech support employees
• Challenging projects and continuous learning on the project
• Close contacts to a globally operating developer community

Please send your application in digital form, stating your salary expectations, to our job portal. We look forward to hearing from you!

Please send your documents to career@hallowelt.com

Hallo Welt! GmbH
Bruderwöhrdstraße 29
93055 Regensburg
Germany