Technical Support Engineer

Job Requirements: We are currently looking forward to hiring a Technical Support Engineer. This role is based out of FIERY’s EMEA office either in Ratingen (Germany) or Schiphol-Rijk (Netherlands).

Experience: 2-4 years of relevant experience as Technical Support Engineer.

Role & Responsibilities:

• Serve as primary escalation point for all partner and customer support issues in EMEA region
• Maintain a holistic view of Fiery’s Product suite customer support issues
• Develop and maintain detailed technical knowledge of the specifications and operation of Fiery Digital Print products, mainly Fiery for Large Format and Specialty Production products
• Set and maintain a regular cadence for Fiery segment where EMEA region partners/customers receive proactive communication through the dealer engagement program
• Maintain ownership of support requests from creation to resolution in priority and date order, monitoring progress of those requests and ensuring timely communication to the client based on Service Level Agreements and ongoing progress
• This includes providing support and assistance for the various components of Fiery Digital Print Products via telephone, email, remote desktop sessions, face-to-face and through our Web Community
• Ensure SLAs are met
• Partner with the global sales team as needed, to provide a unified message to customers and help grow Fiery’s business
• Ensure clear and detailed replication steps are provided for cases that are passed onto the Engineering Team and ensure timely follow-up
• Able to work and cooperate across multifunctional teams based in various locations globally
• Test and verify solutions, analyze, organize, and report on progress of ongoing customer issues.
• Contribute to the creation of Knowledge Base articles (in written and video format) for our knowledge database
• Willingness to Travel (up to 25%)
• Job position is a full-time position on-site either in the Ratingen office (Germany) or the office in (Schiphol-Rijk) Netherlands.

Education & Experience:

• 2-4 years of Customer Support experience
• Post-secondary degree, or diploma with relevant experience in one of the following disciplines:
• Operations Management
• IT sys admin or helpdesk
• ERP/MIS administration
• Packaging or Prepress workflow
• Pressroom experience
• Print Operator
• Experience with task handling preferably in a technical / print environment
• Proven track record of excellence in customer support

Skills: (Technical & Behavioural)

• Demonstrate technical, component or workflow proficiency with Fiery
• Organizational and interpersonal skills
• Confidence in talking directly to client contacts at all levels
• Highly self-directed - ability to identify issues with components and take action to resolve
• General computing skills, including email and internet-based navigation
• Fluency (verbal and written) in at least one of the following languages:  English with any additional languages considered highly preferable
• Basic knowledge in Color Management 
• Behavioural Skills: Should have strong stakeholder management, accountability and learnability

Additional Experience:

• Experience with Software-RIPs (i.e. Fiery XF, Digital Factory, Onyx, GMG, Caldera…)
• Experience or background in print environments , photography or graphical design
• Experiece with common DTP-programs (Acrobat, Illustrator, etc..)
• Experience or background with production relevant devices (large format printer, measurement devices, substrates,…)
• Experience with Cutting devices / Plotters

What’s in it for you?

• Opportunity to work in a Multinational Product Organization
• Join a global leader in digital front ends and speciality production workflows
• Partner with and learn from seasoned professionals / leaders
• Accelerated career growth
• Flexible, hybrid work environment with a healthy work life balance
• Culture of meritocracy, inclusion and fun
• Competitive pay and benefits

Equal Opportunity & Disability Accessibility Statement

Fiery is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination. EEO is the Law: Equal Employment Opportunity | U.S. Department of Labor 

Fiery is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at talentacquisition.mailbox@fiery.com. Fiery will make determinations on such requests for accommodation or assistance on a case-by-case basis.


Pay Transparency Nondiscrimination Provision

Fiery will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).