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Support Analyst (m/f/d)


Support Analyst (m/f/d)



The Company

With group headquarters in Germany and US headquarters in San Francisco, IGEL Technology is an established software and hardware company providing the next-gen edge OS for cloud workspaces. Our success is based on our understanding of Server-Based Computing, Virtual Desktop, and Desktop-as-a-Service markets; customer needs and a strong commitment to our channel partners. Our industry-leading solutions provide a more secure, manageable and cost-effective endpoint management and control platform. Aligned with the world’s most prominent cloud providers, IGEL envisions a world where all needed applications and resources are cloud-delivered.

The Role

This position is an in-office or remote entry-level technical support position. As a Technical Support Analyst at IGEL, you will be tasked with working with customers and partners to resolve issues related to the product. This includes: keeping track of customer cases, engaging with your peers, and working with your team lead to escalate issues when required. Some travel throughout the year for industry trade shows, company meetings, or training may be required. At IGEL we encourage growth and want to see a strong desire to learn and a “can do” attitude in our employees. You will be working with an experienced, motivated team willing to share their knowledge and experience to help you expand your skillset and succeed in reaching your goals.


  • Receive incoming calls and assist customers with opening and maintaining cases
  • Provide technical best practices for partners and customers
  • Work through technical issues at an operating system level
  • Build and maintain customer and partner relationship
  • Manage technical issues, solutions, and sales opportunity progress by creating cases within our helpdesk system
  • Create and Maintain self-help documents
  • Manage technical escalations based on issue severity and customer response


  • Prior Technical Support Engineer experience preferred
  • Basic knowledge of Linux Operating Systems
  • Basic knowledge of Windows Operating Systems
  • Experience in Terminal Services, Windows Virtual Desktop, Citrix, VMWare Horizon environments
  • Knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc.
  • Strong written and verbal communication skills with an ability to communicate effectively with engineers, sales teams and management
  • A team player who is influential and builds good working relationships across all levels
  • Flexibility, integrity, and creative problem-solving skills are imperative to be successful in this role
  • Ability to learn new technologies quickly
  • Ability to work independently under minimal supervision
  • Ability to multitask effectively and work under pressure

We offer

  • An attractive, competitive, performance-based compensation package
  • Dynamic corporate culture
  • Development opportunities in a fast-growing environment
  • Co-financed company pension plan
  • Fitness network membership
  • Team-focused, collaborative environment

… and much more!


Would you like to apply your strong self-initiative to long-term personal and career development? Then apply now via our online applicant portal. We look forward to receiving your application.

If you have any questions about the position or application process, our HR team is happy to assist.


Lisa Ertel
IGEL Technology GmbH
Hermann-Ritter-Str. 110
28197 Bremen, Germany
Tel: +49 (0) 421 / 52094 1124


IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.















Interested in the position?

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