Overview
As a Senior Support Engineer, you’ll play a key role in providing high-level technical support to our customers while also mentoring junior engineers and driving improvements in processes and service delivery. You will serve as a bridge between front-line support and engineering teams, working on complex technical issues, optimizing support operations, and ensuring an excellent customer experience.
This role is ideal for someone who thrives in a fast-paced environment, enjoys solving challenging problems, and is passionate about customer success.
Your Responsibilities
Advanced Technical Support
Troubleshoot and resolve complex technical issues across our products and services.
Act as a point of escalation for junior team members, providing expert-level support and guidance.
Collaborate with Engineering and Product teams to identify root causes and ensure long-term solutions.
Customer Engagement
Communicate with customers in a professional, empathetic, and clear manner.
Take ownership of critical issues, driving them to resolution while maintaining transparency with the customer.
Ensure a seamless and high-quality support experience from start to finish.
Knowledge Sharing & Documentation
Document troubleshooting steps, solutions, and insights in our knowledge base.
Mentor and train junior support engineers through hands-on collaboration and regular knowledge-sharing sessions.
Continuous Improvement & Collaboration
Identify recurring issues and trends, and contribute to improving support processes and tools.
Work closely with cross-functional teams to enhance product reliability and customer experience.
Support internal initiatives to improve team performance and customer satisfaction metrics.
Your Profile
Extensive experience in technical support, with a strong track record of handling complex customer issues.
Proficient with Linux and Python.
Experience in supporting enterprise customers in fast-paced or scale-up environments is a plus.
Strong analytical and problem-solving skills.
Comfortable mentoring others and leading by example.
Experience contributing to process improvements and knowledge base development.
Technical certifications (e.g., ITIL, HDI) are an asset.
Experience in Docker/Kubernetes will be a plus.
Excellent communication skills in English and German.
What you can expect from us
Become part of an AI revolution!
30 days of paid vacation
Access to a variety of fitness & wellness offerings via Wellhub
Mental health support through nilo.health
Substantially subsidized company pension plan for your future security
Subsidized Germany-wide transportation ticket
Budget for additional technical equipment
Regular team events to stay connected
Flexible working hours for better work-life balance and hybrid working model
Virtual Stock Option Plan
JobRad® Bike Lease
