Customer Support Engineer
About the Role
We're a fast-growing, seed-stage AI SaaS company automating quoting and order processing for distributors and manufacturers. Our platform integrates with enterprise ERP and CRM systems to help sales teams eliminate manual work and close more deals. With a small, high-caliber team and strong early traction — serving dozens of customers across industries like HVAC, electrical, and building materials — we're scaling fast and need sharp engineers who want to operate close to the product and the customer.
As a Customer Support Engineer, you'll own technical customer resolution end-to-end, sitting at the intersection of product, engineering, and customers. You'll debug production issues, build and operate AI agents that automate support, and turn recurring problems into lasting improvements. This role has a real impact on business outcomes and is a core part of how we scale reliably.
What You'll Do
Investigate and reproduce production issues across the product, data layer, integrations, and workflows.
Dive into logs, databases, customer examples, and the codebase to identify root causes.
Own technical resolution end-to-end — fix issues directly when possible, and escalate with clear write-ups (including reproduction steps and relevant data) when core engineering input is needed.
Communicate clearly with customers to understand their problems and ensure they feel supported throughout the resolution process.
Design and deploy AI agents that automate customer interactions and accelerate resolution times.
Operate and manage AI agent workflows, flagging when deeper engineering involvement is required.
Document recurring issues, build internal playbooks and runbooks, and propose product or process improvements.
Collaborate in person with founding team members, engineering, and product as the support function scales.
What We're Looking For
Required:
At least 1 year of full-stack software engineering experience delivering production-grade code across React, TypeScript, Python, and PostgreSQL.
Proven ability to debug independently across logs, databases, APIs, and unfamiliar codebases.
Experience owning technical customer resolution end-to-end, including investigation, reproduction, and fix coordination with product and engineering.
Experience communicating technical issues and resolutions to customers or non-technical stakeholders.
Experience designing or deploying AI-assisted support workflows or AI agents for customer support automation.
German proficiency at B2 level or above — required for day-to-day customer and team interactions.
Strong English for international collaboration.
Based in Munich or willing to relocate — this role requires on-site collaboration.
Nice to Have:
Experience documenting recurring issues and creating internal playbooks or runbooks.
Background working in a startup or small-team environment with tight collaboration across customers, product, and engineering.
Familiarity with ERP/CRM integrations (e.g. SAP, Oracle) or enterprise software environments.
Location & Work Arrangement
This is a fully on-site role based in Munich, Bavaria, Germany. Candidates must be based in Munich or open to relocating. Visa sponsorship is not available.
Compensation & Benefits
Compensation details were not provided for this role. Our team is small, collaborative, and mission-driven — you'll work closely with senior engineers and founding team members, with significant ownership and visibility from day one.