L1 – Reports Engineer

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

📋 Description

• Serve as the primary point of contact for customer inquiries

• Maintain clear, friendly, and structured communication with customers

• Analyze and address incoming customer support tickets

• Develop and tailor reports using Handlebars.js based on customer needs

• Provide assistance with software configuration inquiries

• Identify issues and collect relevant technical data

• Determine when to escalate matters to Level 2 or the Product team

• Record issues and solutions in an organized manner

• Ensure high customer satisfaction through prompt communication

⛳️ Requirements

• Outstanding communication and problem-solving abilities

• A customer-centric and well-organized approach to work

• Strong troubleshooting skills and a passion for uncovering root causes

• Basic familiarity with Handlebars.js or similar templating languages, along with a willingness to learn quickly

• Capability to work both independently and collaboratively within a team

• Proficiency in German at a native or fluent level

• Good command of English

• Some experience in creating or customizing reports/templates, such as HTML/CSS

• Basic understanding of web applications

• Fundamental knowledge of M365, APIs, and HTTP status codes

• Experience in software configuration and identity/access management

• Basic security awareness, including knowledge of passwords, phishing, and secure device usage

🏝️ Benefits

• 100% remote work with complete flexibility in working hours

• Transparent, trust-based company culture in an international SaaS scale-up

• Access to modern tools, data-driven processes, and rapid decision-making

• 2–3 offsite events and workshops annually for strategy, knowledge sharing, and team building

• High level of ownership and clear opportunities for development

• Chance to actively influence a fast-growing SaaS company

• Steep learning curve in Customer Success, onboarding, software processes, and content creation

• Close collaboration with our Customer Success and Product teams

• Flexible working hours