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.