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.