Support Analyst

At Axiell, we bring together librarians, archivists, system developers and designers to shape the future of information management. Together with over 13,000 customers — libraries, museums, archives and schools across 60 countries — we build innovative digital tools that enhance everyday interactions with visitors and communities. We are now looking for a German-speaking Support Analyst to join our international support team in Lund, Sweden. About the Role In this role, you will support customers primarily in the German market, working with Quria and Arena, Axiell's modern library solutions. You will investigate, troubleshoot and resolve customer issues while delivering a high level of service and maintaining strong customer relationships. You will act as the bridge between customers and internal teams, collaborating closely with Support, Product Management, Operations and R&D to ensure efficient and sustainable solutions. Your ResponsibilitiesManage support cases from initial investigation through resolution or escalationTroubleshoot functional and technical issues in Quria, Arena and related solutionsAnalyze system behavior, configurations, integrations and customer environmentsCommunicate professionally with customers throughout the support processPrioritize cases based on impact, urgency and service commitmentsCollaborate with internal specialists, Product Management and Development teamsWork with third-party vendors when needed to resolve customer issuesContribute to knowledge sharing, documentation and continuous improvement initiatives Who We Are Looking For You are analytical, structured and customer-focused. You enjoy solving problems, understanding how systems work and helping customers succeed. You may come from a software support, application support or technical customer service background. We also welcome candidates from the library sector who have a strong technical interest and want to develop further within software support. What You BringFluent German and English, both written and spokenStrong troubleshooting and problem-solving skillsExperience managing and prioritizing multiple support casesExcellent communication skills with both technical and non-technical stakeholdersA structured and proactive approach to customer case managementAbility to collaborate across teams, functions and countriesA continuous learning mindset and curiosity for technologyProficiency in Swedish, French, Norwegian, or Finnish is considered a merit, but is not a requirement. Valuable Experience Experience in one or more of the following areas is considered beneficial:Public libraries and library workflowsLibrary management systems or library service platformsAxiell Quria and/or ArenaSaaS and cloud-based applicationsAPIs, integrations and system interfacesSIP2, RFID and self-service solutionsLog analysis and software troubleshootingTicketing and service management systemsSoftware defect investigation and documentationCollaboration with external solution providers Why Join Axiell? At Axiell, you will become part of a collaborative, international organization where technology and culture meet. We offer flexible working arrangements, opportunities for professional development, and the chance to make a real impact for libraries and communities worldwide. Ready to join us? We'd love to hear from you.