Senior Support Engineer

HiveMQ is the Industrial AI Platform helping enterprises move from connected devices to intelligent operations. Built on the MQTT standard and a distributed edge-to-cloud architecture, HiveMQ connects and governs industrial data in real time, enabling global leaders like Audi, BMW, Eli Lilly, and Siemens to operationalize AI and drive innovation at scale. At HiveMQ, our culture is Effortless → Empowered → Relentless. We make the complex simple, act with confidence and ownership, and never stop pushing the boundaries of what's possible. Join us to power the future of intelligent industry. HiveMQ's Vision for this role As a part of our Support team at HiveMQ in the role of Senior Customer Support Engineer, your primary goal is to independently solve questions and problems for our customers quickly and efficiently in order to ensure a smooth customer experience. You will… • Support different, larger customers during escalation processes in a leading role. • Be actively involved in evaluating and possibly improving existing processes. • Provide hands-on support to our key-customers in order to help them overcome technical challenges. • Be directly involved in enabling innovation for companies using cutting-edge technologies. • Be the first point of contact and process requests from existing and prospective customers through multiple channels. • Work in close cooperation with our quality assurance, test, and developer teams. • Proactively improve our products and documentation.