Senior Customer Support Engineer
SPREAD AI
full-time
Posted on:
Location Type: Hybrid
Location: Berlin • 🇩🇪 Germany
Visit company websiteJob Level
Senior
Tech Stack
AWSAzureETLGoogle Cloud PlatformGraphQLJavaScriptPythonSQL
About the role
- Own the helpdesk end-to-end, covering intake, triage, internal routing, and customer communication
- Implement automations, SLA policies, forms, and runbooks, and publish weekly, monthly, and quarterly KPI reports
- Reproduce and resolve, route or escalate issues across product features, ETL pipelines, GraphQL queries, database traversals, and SQL scripts
- Capture and follow up, if not provided by a user/client, evidence such as screenshots, videos, logs, and traces, and deliver clear Root Cause Analyses
- Work with Product and Engineering to file high-quality bug reports, verify fixes, and close the loop with customers
- Establish and evolve support operations
- Define SLA targets (based on MSA), escalation paths, incident communication templates, and internal ticket flows that scale with volume
- (Re-)Categorize user requests to distinguish between different request types and corresponding SLA targets
- Sync with Product and Engineering to gain a firm understanding of our products and tech stack
- Raise the bar on the helpdesk stack by refining queues, fields, and taxonomies, implementing automation rules
- Create and maintain knowledge base articles and runbooks with the Technical Writer to drive self-service and deflect tickets
- Coach teammates on effective handoffs, and keep ticket hygiene high so reporting and trend analysis stay reliable
- Watch for performance and scale risks in the knowledge graph, and partner with Engineering on pragmatic mitigations
- Represent Support in customer communication and give clear and empathetic updates during investigations and after resolution
- Track and report support and reliability KPIs to Product leadership and propose quarterly improvement initiatives based on trend data
Requirements
- Fluent German and English with confident customer-facing writing and speaking
- 5+ years in enterprise technical support or a similar customer-facing role for complex B2B software with a track record of setting up processes and tooling
- Hands-on experience with helpdesk tooling e.g. Jira Service Management, including SLAs queues, forms, automations, and dashboards
- Proficiency in JavaScript and/or Python with the ability to write SQL scripts for diagnostics and data validation
- Practical familiarity with ETL concepts, GraphQL, and databases
- Ability to reason about SaaS on AWS, Azure, and GCP, as well as on-prem environments
- Strong debugging skills across operating systems, networking, and web or application layers
- Understanding of the low-code application layer
- Familiarity with automotive machinery, defence aerospace, or similar machine-building domains
- A documentation habit with precise knowledge base articles, runbooks, and internal notes
Benefits
- Attractive compensation + performance bonus
- Mobility budget (e.g. Deutschlandticket)
- Urban Sports Club membership
- 30 vacation days
- Workation options
- A volunteering day
- €1,000 learning budget
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
JavaScriptPythonSQLETLGraphQLdebuggingSaaSlow-code applicationcustomer communicationKPI reporting
Soft skills
customer-facingcommunicationcoachingproblem-solvingprocess improvementempathycollaborationattention to detailanalytical thinkingorganizational skills