L1 Reports Engineer

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

📋 Description

• Act as the primary point of contact for customer inquiries.

• Interact with customers in a clear, courteous, and organized manner.

• Evaluate and address incoming customer support tickets.

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

• Provide assistance to customers regarding software configuration queries.

• Identify problems and collect pertinent technical details.

• Determine when escalation to Level 2 or the Product team is required.

• Document issues and their respective solutions in an organized fashion.

• Maintain high customer satisfaction through prompt communication.

• Collaborate closely with the Customer Success and Product teams.

⛳️ Requirements

• Outstanding communication and problem-solving abilities.

• Customer-oriented and organized work approach.

• Strong troubleshooting skills and eagerness to uncover root causes.

• Basic familiarity with Handlebars.js or similar templating languages, or a readiness to learn swiftly.

• Capability to work autonomously as well as collaboratively within a team.

• Fluent or native-level proficiency in German.

• Proficient in English.

• Initial experience in creating or modifying reports/templates, including HTML/CSS.

• Fundamental understanding of web applications.

• Basic knowledge of M365, APIs, and HTTP status codes.

• Experience in software configuration and Identity and Access Management.

• Basic awareness of security practices such as password management, phishing, and secure device usage.

🏝️ Benefits

• 100% remote work with complete scheduling flexibility.

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

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

• Participation in 2–3 offsite events and workshops per year for strategy, collaboration, and team building.

• High degree of ownership with clear career advancement opportunities.

• Chance to actively contribute to the growth of a rapidly expanding SaaS company.

• Significant learning opportunities in Customer Success, onboarding, software processes, and content creation.

• Close collaboration with the Customer Success and Product teams.

• Flexible working hours.