NODI Kids

Customer Support

• You diagnose and resolve technical cases: failed firmware updates (OTA), Wi‑Fi and LTE connectivity issues, app pairing, Spotify integration
• You determine whether a device can be fixed remotely or needs to be replaced, and you manage the replacement process
• You escalate reproducible bugs to our engineering team in a structured way, with clear documentation that engineering can act on directly
• You respond to tickets in our helpdesk in German and English—friendly, clear, and using an informal, approachable tone that parents recognize from us
• You maintain and expand our Help Center and response templates so that Level 1 and our AI-generated drafts keep improving
• You work with AI tools that prepare draft responses; your job is increasingly to review, refine and solve the difficult cases, not to do assembly-line typing

Technical Customer Support Specialist – Level 2

Support Engineer

• Diagnosing and resolving technical cases: failed firmware (OTA) updates, WiFi and LTE connectivity issues, app pairing, Spotify integration
• Deciding whether a device can be fixed remotely or needs replacement, and owning the replacement process
• Escalating reproducible bugs to our engineering team with clean, structured documentation they can act on directly
• Handling helpdesk tickets in German and English in a friendly, clear, and informal tone that parents expect
• Maintaining and expanding our Help Center and reply templates so Level 1 and our AI-assisted drafts keep improving
• Working with AI tools that pre-draft replies — your role increasingly focuses on reviewing, improving, and solving the hard cases rather than repetitive typing.