Customer Support Engineer

This is a fully remote position, open to applicants in Germany.

📋 Description

• Investigate and resolve intricate issues reported by customers.

• Replicate problems in testing environments as necessary.

• Escalate unresolved matters to L3 support or engineering with comprehensive analysis.

• Retain responsibility for escalated tickets until they are resolved, and follow up with customers.

• Analyze logs, databases, API calls, and system performance to identify issues.

• Assist customers with advanced configurations or troubleshooting processes.

• Collaborate closely with Customer Success, Engineering, and Product teams to address issues.

• Offer technical explanations and root cause analyses to both customers and internal stakeholders.

• Document solutions and troubleshooting procedures in the knowledge base.

• Identify recurring problems and recommend fixes or enhancements to products.

• Update both internal and customer-facing documentation with best practices and solutions.

• Contribute to automation and self-service resources aimed at reducing ticket volume.

• Provide prompt and professional responses to technical inquiries.

• Ensure customer issues are resolved within service level agreements (SLAs) and escalate proactively if delays arise.

⛳️ Requirements

• At least 3 years of experience in a technical support position within a complex B2B SaaS setting.

• Proficiency with ticketing systems (e.g., Zendesk, Jira, ServiceNow).

• Logging & Monitoring: Familiarity with tools such as Grafana, Splunk, Datadog, or New Relic.

• Databases: Basic SQL query skills (e.g., OrientDB).

• Knowledge of Python is an advantage.

• Strong understanding of SaaS solutions, especially in relation to product supply chains and sustainable development.

• Excellent command of English (native level), with strong written and verbal communication abilities.

• Customer-oriented mindset characterized by patience and empathy.

• Strong analytical capabilities to diagnose and resolve intricate technical problems.

• Ability to replicate issues in testing environments and analyze logs/debugging outputs.

• Experience collaborating with engineering and product teams to resolve escalated issues.

• Capability to document troubleshooting processes and update internal knowledge bases.

🏝️ Benefits

• Competitive Salary – We recognize your skills and experience with a compensation package that reflects your worth.

• 30 Days Paid Time Off – Take the time you need to recharge and maintain a healthy work-life equilibrium.

• Remote-First Flexibility – Work from anywhere within the EU, with the option to collaborate in person at our offices in Stuttgart or Berlin (role dependent).

• Generous Learning & Development Budget – We are committed to your growth, providing ample resources for personal and professional development.

• Choose Your Ideal Work Equipment – Whether you prefer Apple or Microsoft, we’ll provide you with the tools necessary for success.

• Purpose-Driven Work – Engage in meaningful projects. Here, you’re not just developing another application; you’re contributing to a transformative vision that you can take pride in.

• Great Colleagues – Join a team that is open, transparent, and international. We value inclusivity and promote a culture of collaboration and mutual respect.

• Work-Life Balance – As a remote-first organization, we trust you to perform your best work in your own way. You have the flexibility to work when it suits you, ensuring a healthy balance between personal and professional life.

• Pride in Impact – We are already making a significant difference with globally recognized customers who share our vision. Be part of something meaningful.

• Stability with Ambition – With realistic growth plans, we are dedicated to changing the way things are made—without compromising our ambitious goals for innovation and impact.