Responsibilities
- Investigate and resolve intricate technical problems reported by customers.
- Reproduce reported issues in controlled testing environments when necessary.
- Forward unresolved cases to advanced engineering teams with comprehensive diagnostic details.
- Oversee escalated support tickets to ensure timely resolution and maintain communication with customers.
- Diagnose system issues by examining logs, databases, API interactions, and performance metrics.
- Assist customers with complex setup procedures and advanced troubleshooting.
- Collaborate with Customer Success, Engineering, and Product departments to address technical challenges.
- Deliver clear technical summaries and root cause explanations to internal and external parties.
- Record resolutions and diagnostic procedures in the knowledge repository.
- Identify patterns in recurring technical problems and recommend corrective actions or product updates.
- Keep internal documentation and customer guides current with proven solutions and best practices.
- Support the creation of automated tools and self-help resources to minimize incoming support requests.
- Respond promptly and professionally to technical inquiries from customers.
- Ensure all customer issues are resolved within defined service level agreements, escalating proactively if timelines are at risk.
Compensation
Competitive salary with permanent contract, 30 days paid leave, learning budget, and choice of work equipment
Work Arrangement
Hybrid — available in Berlin, Stuttgart, Munich, or remote within the EU
Team
Collaborative, international, and inclusive team culture focused on meaningful impact and professional growth
Other
- All successful candidates will be offered a permanent employment contract regardless of location.
- Competitive compensation reflecting skills and experience.
- 30 days of paid vacation to support work-life balance.
- Remote-first policy allowing work from anywhere in the EU, with optional in-person collaboration in Stuttgart or Berlin based on role requirements.
- Generous annual budget for learning and professional development.
- Freedom to choose preferred work hardware, including Apple or Microsoft devices.
- Opportunity to contribute to a purpose-driven mission with tangible global impact.
- Join a transparent, open, and diverse team that values mutual respect and cooperation.
- Flexible work model supporting personal productivity and life balance.
- Pride in delivering solutions for well-known international customers driving positive change.
- Balanced growth strategy combining stability with innovation and long-term vision.
- Committed to diversity and inclusion; all applicants treated confidentially and equally.
Not specified
