Customer Support Engineer

About the Role

This is a technical support role at an AI-powered B2B SaaS company serving distributors and manufacturers. You will own customer issue resolution end-to-end, sitting at the intersection of product, engineering, and customers, and directly shaping how support scales as the company grows. The work has real business impact: the customers you support rely on the platform for core sales operations.

What You'll Do

Investigate and reproduce production issues across product, data, integrations, and workflows. Dive into logs, databases, customer examples, and the codebase to identify root causes. Own technical resolution end-to-end and fix issues directly when possible.

Communicate clearly with customers to understand problems and ensure they feel well supported. Design and deploy AI agents that automate customer interactions and accelerate resolution. Operate and manage AI agent teams that assist investigation and flag when core engineering input is needed.

Produce clear technical write-ups for escalations, including reproduction steps and relevant data. Document recurring issues, build internal playbooks, and propose product or process improvements. Collaborate closely in person with engineering and product to shape the support function as the team scales.

What We're Looking For

At least 1 year of full-stack software engineering experience delivering production code. Hands-on experience with React, TypeScript, Python, and PostgreSQL. Ability to debug independently across logs, databases, APIs, and unfamiliar codebases.

Demonstrated comfort with customer-facing technical work and end-to-end ownership of issue resolution. Structured, reliable, and people-oriented approach to support work. German proficiency at B2 level or above, plus strong English for international collaboration.

Based in Munich or willing to relocate for on-site collaboration. Experience designing or deploying AI agents for support automation is a plus. Location On-site in Munich, Bavaria, Germany.

Relocation is welcome; visa sponsorship is not available.

ABOUT THE ROLE

This is a technical support role at an AI-powered B2B SaaS company serving distributors and manufacturers. You will own customer issue resolution end-to-end, sitting at the intersection of product, engineering, and customers, and directly shaping how support scales as the company grows. The work has real business impact: the customers you support rely on the platform for core sales operations.

WHAT YOU'LL DO

• Investigate and reproduce production issues across product, data, integrations, and workflows.
• Dive into logs, databases, customer examples, and the codebase to identify root causes.
• Own technical resolution end-to-end and fix issues directly when possible.
• Communicate clearly with customers to understand problems and ensure they feel well supported.
• Design and deploy AI agents that automate customer interactions and accelerate resolution.
• Operate and manage AI agent teams that assist investigation and flag when core engineering input is needed.
• Produce clear technical write-ups for escalations, including reproduction steps and relevant data.
• Document recurring issues, build internal playbooks, and propose product or process improvements.
• Collaborate closely in person with engineering and product to shape the support function as the team scales.

WHAT WE'RE LOOKING FOR

• At least 1 year of full-stack software engineering experience delivering production code.
• Hands-on experience with React, TypeScript, Python, and PostgreSQL.
• Ability to debug independently across logs, databases, APIs, and unfamiliar codebases.
• Demonstrated comfort with customer-facing technical work and end-to-end ownership of issue resolution.
• Structured, reliable, and people-oriented approach to support work.
• German proficiency at B2 level or above, plus strong English for international collaboration.
• Based in Munich or willing to relocate for on-site collaboration.
• Experience designing or deploying AI agents for support automation is a plus. LOCATION On-site in Munich, Bavaria, Germany. Relocation is welcome; visa sponsorship is not available.