Senior Support Engineer (f/m/d)

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