Customer Support Engineer

Role overview

This opportunity is being handled for a partner organization, which will manage applications and the subsequent hiring stages. The employer is seeking a Customer Support Engineer located in Germany.

In this role, you will be the initial contact for customers with technical questions or issues, making sure each case is assessed accurately, resolved quickly where possible, and communicated clearly. You will help shape the customer journey by sorting incoming requests, walking users through troubleshooting, and serving as the connection point between customers and engineering. Because the environment is heavily driven by service-level targets, your work will have a direct effect on customer satisfaction and product stability.

You will work with APIs, integrations, logs, and technical processes to recreate problems and confirm when a case needs to be escalated. In addition to resolving issues, you will help strengthen documentation, internal processes, and support tooling to improve efficiency across the team. This position suits someone who enjoys blending technical problem-solving with customer care in a fast-moving, product-focused setting.

Key responsibilities

• Receive, sort, and prioritize support tickets while keeping response times and SLA commitments on track.
• Improve the quality of incoming requests by collecting missing technical context such as reproduction steps, logs, and environment details.
• Investigate and resolve technical problems related to APIs, integrations, data movement, and system behavior.
• Recreate reported bugs, record the findings clearly, and hand off complex cases to engineering when needed.
• Keep customers informed with clear, empathetic, and consistent status updates while coordinating with internal teams.
• Offer quick fixes or workarounds for known problems to reduce disruption for customers.
• Handle troubleshooting in a structured way while maintaining professionalism and clarity throughout each interaction.
• Contribute to knowledge articles, support documentation, and process improvements based on recurring issues.
• Recommend product and communication improvements that can lower future support volume and friction.
• Take part in an on-call rotation for critical incidents, including evenings and weekends, based on business needs.
• Partner with engineering and product teams to improve customer experience and system reliability over time.

Requirements

• At least 2-3+ years of experience in customer-facing roles such as customer support, technical support, customer success, implementation, or a similar area.
• Strong communication ability, including the skill to explain technical topics in a simple way to both technical and non-technical audiences.
• Working familiarity with APIs, integrations, data flows, or other technical systems, plus the ability to learn new issues quickly.
• Background in SLA-driven environments with multiple priorities and urgent requests.
• Strong analytical ability, problem-solving skills, attention to detail, and structured thinking.
• Proven experience managing several customer requests and tasks at the same time in an organized way.
• Curiosity and comfort working through technical documentation, logs, and product behavior.
• Confidence collaborating with engineering teams and escalating issues when appropriate.
• Fluent English; additional languages are an advantage for supporting a global customer base.
• Experience with support tools such as Jira, Zendesk, Intercom, or similar systems is beneficial.
• Basic knowledge of SQL, log review, or bug reproduction workflows is a plus.
• Experience in startups or developer-tools environments is helpful but not mandatory.

Benefits

• Annual salary package of €50,000 to €70,000, depending on experience.
• Remote-first setup with the flexibility to work from anywhere in Europe.
• Stock options included as part of the compensation package.
• Chance to contribute to a rapidly growing open-source technology company with significant impact.
• Exposure to modern API-based systems, billing infrastructure, and developer-oriented products.
• Strong learning environment with room to build both technical and customer-facing expertise.
• Collaborative, high-performance culture centered on ownership and continuous improvement.
• Meaningful impact on customer success from the start.
• Access to modern tools, processes, and support systems within a scaling company.
• Opportunity to influence product improvements, documentation, and operational excellence.

Additional information

This role is supported by an AI-based matching and review process designed to compare applications against the role's core requirements in a quick and objective manner. A shortlist of strong matches is passed to the hiring company, and their internal team is responsible for interviews, assessments, and final decisions.

Data privacy notice

By submitting an application, candidates acknowledge that personal data may be processed to assess suitability for the role and shared with the employer where relevant. This is done on the basis of legitimate interest and pre-contractual steps under applicable data protection rules, including GDPR. Applicants may request access, correction, deletion, or objection rights at any time.

AI-assisted hiring

Artificial intelligence tools may support parts of the hiring workflow, including application review, resume analysis, response assessment, and the detection of potential inconsistencies or verification signals. These tools assist recruiters but do not replace human judgment, and the final hiring decision is made by people.