Hybrid Service Engineer (m/f/d) bei Retarus GmbH

Become Service Engineer (m/f/d) at Retarus.

Retarus is a worldwide provider of cloud-based messaging solutions at enterprise scale. We serve over 40% of the companies listed on the S&P Global 100, e.g. Adidas, Bayer, SAP, BNP Paribas, Goldman Sachs, T-Systems, Swarovski & UPS, as well as governmental agencies and major players in markets across the world. Privately owned and founder-managed for over thirty years, Retarus is customer-oriented, stable, a fair employer, and a strategic business partner with a long-term vision. With some 500 employees in 19 offices on four continents, Retarus operates locally and thinks globally: our teams are organized across borders and are highly integrated. This makes Retarus a multicultural, multilingual, and engaging workplace. We are committed to creating a diverse and dynamic environment for our employees, with generous compensation, time off, and a global, collaborative workplace.

What we offer

• Mobile working and flexible working time
• Collaborative, diverse company culture and superior team spirit
• Flat hierarchies and great feedback culture
• Development opportunities & career perspective
• International business & cross-site collaboration
• Modern, dog-friendly offices with nice amenities
• Company-paid health insurance, public transportation, lunch vouchers and further benefits 

What you'll do

• Task Management: Prioritize support activities in line with SLAs to ensure timely resolution.
• Incident Handling: Track and escalate bugs using Jira; manage the full lifecycle of incidents.
• Service Expertise:
  ◌ Maintain solid understanding of the assigned product group (e.g. Fax, TEM), including service components, log locations, and server infrastructure.
  ◌ Investigate and resolve escalated tickets with end-to-end troubleshooting.
  ◌ Interpret service monitoring to identify and address issues proactively.
• Deployment & Operations:
  ◌ Execute basic deployments related to the product group.
  ◌ Ensure up-to-date and accurate operational documentation (e.g. in Confluence).
• Cross-Team Collaboration: work closely with Application Management and Product teams to stay informed, share feedback, and manage escalations effectively.

What you'll need

• Educational background: Completed basic education along with at least 2 years of technical or commercial training
• Professional experience: Minimum of 2 years in an IT-related role, with a commitment to continuous learning and professional development
• Proactive mindset: A strong sense of ownership, initiative, and reliability when handling tasks and responsibilities
• Analytical skills: Ability to approach technical issues with structured, logical, and solution-oriented thinking
• Communication & teamwork: Clear and confident communication skills, with the ability to collaborate effectively across teams and departments
• Customer focus: A service-oriented attitude with the ability to understand and address customer needs in a professional manner
• Technical knowledge: Solid understanding of web services, API integrations, and communication protocols such as HTTP, SMTP, and SFTP
• Support capabilities: Skilled in delivering detailed, step-by-step technical support, both verbally and in writing
• Tool familiarity: Experience with helpdesk systems and working knowledge of frameworks such as ITIL, SLA management, and ISAE standards
• Language skills: Fluency in English is required; German language skills are mandatory for roles based in Germany

What you can expect 

At Retarus, you will work on impactful and dynamic projects, with real opportunities to make a difference. Our customers are leaders across diverse industries, with constantly evolving needs and high expectations. You’ll be working with cutting-edge technology and great creative leeway to meet customers’ needs – and the projects you work on will be deployed globally. Working at Retarus, you will collaborate closely with convivial, culturally diverse teammates. You will grow professionally in a dynamic and exciting workplace and design impactful solutions in real time with top companies.

Very important
Come as you are. Retarus is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

Apply via our online application portal – it’s easy and doesn’t take long. Our colleague Alissa Selman is happy to field any questions you may have: [email protected] – we are already looking forward to getting to know you.