Customer Support Engineer

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

📋 Description

• Take charge of intricate customer support challenges.

• Promote the standardization of processes and design an effective support environment.

• Receive, categorize, and prioritize complex customer inquiries in a professional manner.

• Independently analyze and provide lasting solutions to difficult requests through structured ticketing.

• Proactively write, enhance, and automate playbooks, runbooks, and guided workflows.

• Develop and strategically sustain knowledge articles while improving self-service offerings.

• Maintain close and ongoing collaboration with the Product & Development teams to identify error trends and product deficiencies.

⛳️ Requirements

• Several years of substantial experience in ticket-based customer support or application support for contemporary SaaS and cloud solutions.

• Demonstrated experience with modern ticketing systems and consistent, clear, and traceable documentation of complex cases.

• Strong analytical skills with a structured and methodical approach to reproducible fault diagnosis in cloud infrastructures.

• Profound technical knowledge (e.g., APIs, logs, error codes, and intricate system configurations).

• The ability and mindset to consistently implement predefined standard processes (such as playbooks and runbooks) while proactively advancing and automating them.

• Nice-to-have: experience with portal-first strategies, constructing structured knowledge bases, and collaborating in agile teams (e.g., Scrum or Kanban).

🏝️ Benefits

• Flexible working time models to provide you with greater freedom in your daily life.

• Remote work — we offer the option to work from home.

• A modern work environment that fosters productive and comfortable work.

• Individual training and development opportunities for your personal and professional growth.

• Sports and social events that enhance team spirit.

• Health and sustainability programs that support you and your future.