Customer Support Engineer

Job description

### About the Role This is a technical, customer-facing role at an early-stage B2B AI SaaS company building automation software for sales workflows in distribution and manufacturing. You will own production issue resolution end-to-end, sitting at the intersection of engineering, product, and customers, and will directly shape how support scales as the company grows. ### What You'll Do - Investigate and reproduce production issues across the product, data layer, integrations, and workflows. - Dive into logs, databases, customer examples, and the codebase to identify root causes and fix issues directly where possible. - Communicate clearly with customers throughout the resolution process to ensure they feel informed and supported. - Design and deploy AI agents that automate customer interactions and accelerate issue resolution. - Operate and manage AI agent teams that assist investigation and escalate when core engineering input is needed. - Write clear technical escalation notes, including reproduction steps and supporting data. - Document recurring issues, build internal playbooks, and propose product or process improvements. - Collaborate closely in person with engineering and product teams to shape support operations. ### What We're Looking For - At least 1 year of full-stack software engineering experience delivering production code. - Hands-on experience with React, TypeScript, Python, and PostgreSQL. - Ability to debug independently across logs, databases, APIs, and unfamiliar codebases. - Comfort with customer-facing technical work and full ownership of resolution from investigation through fix. - Structured, reliable, and people-oriented approach to support. - German proficiency at B2 level or above, plus strong English for international collaboration. - Based in Munich or willing to relocate for on-site collaboration. - Experience designing or deploying AI agents for support automation is a plus. ### Location On-site in Munich, Bavaria, Germany. Relocation is welcome; visa sponsorship is not available.