Technical Customer Support Specialist – Level 2

NODI Kids

Technical Customer Support Specialist diagnosing and resolving technical issues for children's audio devices at consumer electronics startup NODI. Handling customer tickets and providing direct influence on product improvements.

Posted 8/2/2026full-timeDüsseldorf • 🇩🇪 GermanyJuniorMid-Level💰 €40,000 - €50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer support for hardware or IoT products, with a strong ability to troubleshoot and communicate technical issues clearly to non-technical users. Proficient in managing helpdesk systems and enhancing customer support processes.

Highest-signal resume keywords

Technical Customer SupportTroubleshootingHelpdesk System ExperienceNative-Level GermanFirmware/OTA Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingFirmware UpdatesWi-Fi DiagnosticsLTE ConnectivityBluetooth Diagnostics

Soft Skills

Clear CommunicationStructured Working StyleApproachable Tone

Tools & Technologies

GorgiasZendeskFreshdeskAI Tools

Industry Keywords

IoT ProductsTechnical CasesHelp Center ManagementCustomer Support

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Experience in technical customer support (Level 2 or equivalent), ideally with hardware or IoT products
Genuine technical understanding: you can troubleshoot systematically and explain technical issues in a way that stressed parents can understand
Native-level German and very good spoken and written English
Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)
Independent, structured working style
Nice to have: experience with firmware/OTA topics, Bluetooth/Wi‑Fi diagnostics, or products for children and families

Benefits

Comp & perks

A product you can stand behind. Parents love it — and so do children.
Direct impact: your feedback from support feeds directly into product and firmware
Modern tools and AI-powered workflows
Hybrid working: a mix of remote work and office days in Berlin or Düsseldorf
Meal subsidy and, of course, your own NODI Flip