German Technical Support - Knowledge Gatherer

Job Description

Job Description
Job Title

German Technical Support – Knowledge Gatherer

Experience Level

2+ years of relevant experience

Language Requirements

German: Fluent / Native (mandatory)
English: Very good command (written and spoken)

Job Summary

The German Technical Support – Knowledge Gatherer is responsible for capturing, structuring, documenting, and maintaining technical knowledge, troubleshooting guides, and best practices to support technical support operations. The role ensures consistent and accurate knowledge availability for German-speaking support teams and stakeholders.

Key Responsibilities
- Capture and document technical knowledge from German-speaking support teams and SMEs
- Create and maintain knowledge base articles, FAQs, troubleshooting guides, and process documentation
- Ensure documentation accuracy, clarity, and adherence to quality standards
- Translate complex technical concepts into clear, user-friendly content
- Identify knowledge gaps and proactively propose improvements
- Collaborate with Support, QA, Training, and Product teams
- Support onboarding and training material creation
Review and update existing documentation regularly

Required Qualifications
- 2+ years of experience in Technical Support, IT Helpdesk, Knowledge Management, or Technical Documentation
- Strong understanding of technical support environments and IT fundamentals
- Experience with ticketing/knowledge tools (ServiceNow, Jira, Confluence, Zendesk, etc.)
- Fluent German language skills (written and spoken)
- Strong documentation and communication skills

Soft Skills
- Excellent attention to detail
- Strong analytical and problem-solving skills
- Ability to work independently and collaboratively
- Proactive and structured mindset

Nice to Have
- Experience in multinational or global environments
- ITIL or KCS exposure
- Experience supporting German-speaking customers