Customer Support Engineer

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.