07/26/2026 updated
100 % available
German-speaking IT Support & Ops Specialist | License Mgmt | Python & SQL | AMEX/Avaya | Remote
Buenos Aires, Argentina
Only remote
Bachelor's Degree in PsychologyAbout me
German-speaking IT Support & Ops Specialist. Experience in enterprise environments, background in ticket workflows, licensing, app troubleshooting, customer communication and escalation mgmt. I help SaaS/B2B teams keep support reliable, documented and SLA-oriented. Remote-first, part-time, late CET.
Technical SupportBusiness EnglishTechnical AnalysisSoftware as a ServiceDatabase QueriesEspañolInformation Technology OperationsPython (Programming Language)Linux CommandsMySQLSupportDeskWindows DesktopIT Customer Service
L1/L2 Technical Support
Extensive experience providing structured L1/L2 technical support for enterprise SaaS and B2B environments, including ticket handling, incident management, troubleshooting, and escalation coordination across EMEA regions.
Python Automation & SQL
Practical knowledge in Python automation scripting to reduce manual data handling processes, as well as SQL-based validation and investigation using Oracle SQL Developer and MySQL.
License Management Systems
Hands-on experience with enterprise licensing platforms, including Tier 2 support, usage metrics development, QA documentation updates, and cross-functional coordination with Product, QA, Contracts, and L3 teams.
Ticket Systems (HPSM, Salesforce)
Proficiency in working with enterprise ticket systems such as HPSM and Salesforce for managing user requests, operational workflows, and SLA/CSAT-driven performance tracking.
Remote Administration
Competence in remote administration tools including Bash, WinSCP, and PuTTY, as well as secure workstation setup with full-disk encryption (LUKS) and isolated environments.
IT Operations & Incident Handling
Broad experience in IT operations and incident handling within compliance-driven corporate environments, supporting EMEA commercial accounts and maintaining structured operational processes.
Escalation Coordination
Demonstrated ability to coordinate escalations across multiple functional teams including Product, QA, Contracts, and L3, ensuring timely resolution and quality issue management.
Knowledge Base & Documentation
Authored 20 knowledge articles, designed internal training programs, and supported QA documentation updates to maintain and improve organizational knowledge bases.
SaaS & B2B Platforms
Experience supporting SaaS and B2B platforms in enterprise environments, including application troubleshooting, user request management, and operational workflow support.
Extensive experience providing structured L1/L2 technical support for enterprise SaaS and B2B environments, including ticket handling, incident management, troubleshooting, and escalation coordination across EMEA regions.
Python Automation & SQL
Practical knowledge in Python automation scripting to reduce manual data handling processes, as well as SQL-based validation and investigation using Oracle SQL Developer and MySQL.
License Management Systems
Hands-on experience with enterprise licensing platforms, including Tier 2 support, usage metrics development, QA documentation updates, and cross-functional coordination with Product, QA, Contracts, and L3 teams.
Ticket Systems (HPSM, Salesforce)
Proficiency in working with enterprise ticket systems such as HPSM and Salesforce for managing user requests, operational workflows, and SLA/CSAT-driven performance tracking.
Remote Administration
Competence in remote administration tools including Bash, WinSCP, and PuTTY, as well as secure workstation setup with full-disk encryption (LUKS) and isolated environments.
IT Operations & Incident Handling
Broad experience in IT operations and incident handling within compliance-driven corporate environments, supporting EMEA commercial accounts and maintaining structured operational processes.
Escalation Coordination
Demonstrated ability to coordinate escalations across multiple functional teams including Product, QA, Contracts, and L3, ensuring timely resolution and quality issue management.
Knowledge Base & Documentation
Authored 20 knowledge articles, designed internal training programs, and supported QA documentation updates to maintain and improve organizational knowledge bases.
SaaS & B2B Platforms
Experience supporting SaaS and B2B platforms in enterprise environments, including application troubleshooting, user request management, and operational workflow support.
Experience
Professional experience0 - 5 years
Freelancer since2026
Languages
GermanNative speakerEnglishFluentSpanishNative speaker
Project history
Offering remote L1/L2 IT Support for European SaaS and B2B environments including tickets, user requests and operational workflows. Focus on incident management, troubleshooting, application support and documentation. Part-time remote with CET afternoon/evening coverage.
EMEA commercial accounts support and maintenance management within structured, compliance-driven operational environments.
Tier 2 support for enterprise licensing platforms and corporate travel and expense systems. Responsibilities included incident analysis and escalation management, applications troubleshooting, SQL-based validation and investigation, cross-functional coordination, and SLA and CSAT-driven performance. Built Python automation script reducing manual PLDS data handling, designed internal training program, authored 20 knowledge articles, and developed usage metrics.