Customer Support Engineer

ABOUT THE ROLE This is a technical support role at an AI-powered B2B SaaS company serving distributors and manufacturers. You will own customer issue resolution end-to-end, sitting at the intersection of product, engineering, and customers, and directly shaping how support scales as the company grows. The work has real business impact: the customers you support rely on the platform for core sales operations. WHAT YOU'LL DO - Investigate and reproduce production issues across product, data, integrations, and workflows. - Dive into logs, databases, customer examples, and the codebase to identify root causes. - Own technical resolution end-to-end and fix issues directly when possible. - Communicate clearly with customers to understand problems and ensure they feel well supported. - Design and deploy AI agents that automate customer interactions and accelerate resolution. - Operate and manage AI agent teams that assist investigation and flag when core engineering input is needed. - Produce clear technical write-ups for escalations, including reproduction steps and relevant data. - Document recurring issues, build internal playbooks, and propose product or process improvements. - Collaborate closely in person with engineering and product to shape the support function as the team scales. 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. - Demonstrated comfort with customer-facing technical work and end-to-end ownership of issue resolution. - Structured, reliable, and people-oriented approach to support work. - 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.