Senior Support Engineer - North America

HiveMQ empowers businesses to unlock the full potential of their data with the most trusted edge-to-cloud IoT data streaming platform. Built on MQTT’s publish/subscribe architecture for seamless and flexible integration across operational technology (OT) assets and information technology (IT) applications, HiveMQ ensures businesses can efficiently connect, stream, and govern their data in real-time.

With a focus on reliability, scalability, and security, HiveMQ helps organizations get their data AI-ready—enabling advanced analytics, predictive maintenance, and digital transformation. Leading brands like Audi, BMW, Liberty Global, Mercedes-Benz, Siemens, and Eli Lilly trust HiveMQ to modernize their operations, accelerate innovation, and create smarter, data-driven experiences.

The company was founded in 2012 and is headquartered in Landshut, Germany, with offices across the globe.

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.
• Independently acquire the technical know-how to understand the typical challenges of our customers step by step and are in constant exchange with the HiveMQ core developer team.
• Occasionally be on-call, in line with our shift work routine 
• Stay calm and friendly, even if our customers confront you with an elevated stress level.
• Be dedicated to providing exceptional customer support to HiveMQ customers and are always willing to go the extra mile.

You have…

• A passion for identifying and solving complex problems
• A friendly demeanour and you are confident in person and via phone or email 
• The ability to adapt to constant development and mastering new technologies
• A self starter attitude and you are able to work independently 
• At least 5 years’ experience in technical support in the field of information technology
• Experience in leading communications during a customer escalation
• Basic knowledge of object oriented programming
• Solid understanding of network technologies
• Knowledge of Linux systems
• Experience with container technologies such as Docker and Kubernetes
• Willingness to fully understand all aspects of  HiveMQ technology and services
• Willingness to support HiveMQ customers on site or through on-call support (separate compensation)
• Java programming experience 
• Experience with cloud platforms such as  AWS, Azure, or GCP 
• Distributed systems knowledge  

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Informations about our job advertisements

Job advertisements of HiveMQ GmbH are always directed at female, male and various applicants, regardless of age, gender, religion, sexual identity, disability, race, ethnic origin, world view, etc. The selection of a candidate is exclusively based on qualifications. For organisational reasons, we cannot return application documents and cannot reimburse any expenses that you incur during the application process.