Customer Support Engineer
New
Remote-first work environment with flexibility to work from anywhere in Europe. Our partner is looking for a Customer Support Engineer based in Germany.Full-TimeMiddle
Salary€50,000 to €70,000 annually
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Job Details
- Languages
- Fluency in English
- Experience
- 2–3+ years
- Required Skills
- SQLJiraRESTful APIsTechnical supportCustomer supportZendesk
Requirements
- 2–3+ years of experience in customer-facing roles such as Technical Support or Customer Success.
- Strong communication skills with the ability to explain technical concepts to diverse audiences.
- Familiarity with APIs, integrations, and data flows.
- Experience working in SLA-driven environments with time-sensitive requests.
- Strong analytical and problem-solving skills with structured thinking.
- Proven ability to manage multiple tasks simultaneously.
- Ability to read technical documentation and analyze logs.
- Fluency in English.
- Experience with Jira, Zendesk, or Intercom is an advantage.
- Basic understanding of SQL, log analysis, or bug reproduction workflows is a plus.
Responsibilities
- Acknowledge, triage, and prioritize incoming customer support tickets while ensuring SLA compliance.
- Validate and enrich support requests by gathering technical details, logs, and reproduction steps.
- Diagnose and troubleshoot technical issues, including APIs, integrations, and data flows.
- Reproduce reported bugs, document findings, and escalate complex issues to engineering.
- Act as the communication link between customers and internal teams.
- Provide immediate solutions or workarounds to minimize customer disruption.
- Contribute to improving internal knowledge bases and support processes.
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