Customer Support Engineer

Job details

Work model

Not provided by source

Salary

Not listed by source

Location

Munich

Job description

About the Role We're a Y Combinator–backed AI sales automation startup (Seed stage) building AI-driven infrastructure that helps distributors and manufacturers automate quoting and order processing. Our tight-knit team of ~15 is based in Munich, and we're hiring a Customer Support Engineer to own technical customer resolution end-to-end. You'll sit at the intersection of product, engineering, and customers - debugging production issues, deploying AI agents to automate support workflows, and turning recurring problems into lasting product improvements. This is an on-site role with close daily collaboration with engineering and product. What You'll Do • Investigate and reproduce production issues across product features, data pipelines, integrations, and workflows. • Dive into logs, databases, customer examples, and the codebase to identify root causes - and fix issues directly when possible. • Own technical resolution end-to-end, from initial triage through to verified fix. • Communicate clearly with customers to understand problems and ensure they feel supported throughout the process. • Design and deploy AI agents that automate customer interactions and accelerate issue 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. • Work closely in person with the founding team, engineering, and product as the company scales. What We're Looking For Must-haves: • 1+ years of experience in full-stack software engineering shipping production-grade code. • Hands-on experience with React, TypeScript, Python, and PostgreSQL in a full-stack environment. • Demonstrated ability to debug end-to-end across logs, databases, APIs, and unfamiliar codebases. • Experience owning technical customer resolution - investigation, reproduction, and working with product/engineering to implement fixes. • Experience designing or deploying AI-assisted support workflows or AI agents for customer support automation. • Comfortable communicating technical issues and resolutions to customers and non-technical stakeholders. • German language proficiency at B2 level or above (strong English also required for international collaboration). • Based in Munich or willing to relocate - this is a fully on-site role. No visa sponsorship available. Nice to have: • Experience documenting recurring issues and building internal playbooks or runbooks. • Prior experience in a startup or small-team environment with close collaboration between customers, product, and engineering. • Background in enterprise software, ERP/CRM integrations, or B2B SaaS. Location & Work Arrangement This is a fully on-site role based in Munich, Germany. Candidates must be located in Munich or willing to relocate. Visa sponsorship is not available. Why Join • Early-stage opportunity with direct impact on product, engineering, and customer outcomes. • Work in person with a high-calibre, international team in Munich. • Backed by top-tier investors at the Seed stage with strong early customer traction across distribution and manufacturing sectors. • Opportunity to shape how AI-assisted support is built from the ground up. Find more English Speaking Jobs in Germany on Arbeitnow

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