Technical Customer Support Specialist – Level 2

NODI Kids

Technical Customer Support Specialist for NODI, providing user support and troubleshooting issues for a tech product. Involved in firmware updates and customer interactions in both German and English.

Posted 8/2/2026full-timeBerlin • 🇩🇪 GermanyMid-LevelSenior💰 €40,000 - €50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving technical issues related to firmware updates, connectivity, and app integration, while effectively communicating solutions in both German and English. Proficient in using helpdesk systems and AI tools to enhance customer support processes.

Highest-signal resume keywords

Technical Customer Support ExperienceFirmware/OTA TroubleshootingHelpdesk System ProficiencyBilingual Communication SkillsSelf-Directed Work Style

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Firmware TroubleshootingOTA UpdatesWiFi DiagnosticsBluetooth DiagnosticsTechnical DocumentationHelpdesk Ticket ManagementCustomer SupportSystematic Troubleshooting

Soft Skills

Clear CommunicationFriendly ToneStructured Work Approach

Tools & Technologies

GorgiasZendeskFreshdeskAI Tools

Industry Keywords

IoT ProductsTechnical CasesHelp Center ManagementApp PairingSpotify Integration

Tech Stack

Tools & technologies

AssemblyIoT

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Experience in technical customer support (Level 2 or comparable), ideally with hardware or IoT products
Genuine technical depth: you troubleshoot systematically and can explain technology in a way stressed parents understand
Very good written and spoken German and English
Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)
A self-directed, structured way of working
Bonus: experience with firmware/OTA topics, Bluetooth/WiFi diagnostics, or products for kids and families

Benefits

Comp & perks

Lunch allowance
Your own NODI Flip