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Senior Customer Support Engineer

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Senior Customer Support Engineer in Others

  • Munich, Germany

Responsibilities

  • Investigate and reproduce production issues across products, data, integrations, and workflows.
  • Analyze logs, databases, customer examples, APIs, and codebases to identify root causes.
  • Own technical customer resolution from investigation through fix and communicate clearly with customers.
  • Design and deploy AI agents that automate support tasks and accelerate resolution.
  • Manage AI-agent-driven workflows that support investigations and identify when engineering input is needed.
  • Produce technical escalation write-ups with reproduction steps and relevant data.
  • Document recurring issues and contribute to internal playbooks and support process improvements.
  • Collaborate with product and engineering teams to scale support operations.

Requirements

  • At least 1 year of full-stack software engineering experience.
  • Experience with React, TypeScript, Python, and PostgreSQL.
  • Experience shipping production code and debugging logs, databases, APIs, and unfamiliar codebases.
  • Comfort with customer-facing technical work and end-to-end resolution ownership.
  • Strong German language skills at B2 level or above and good English for international collaboration.
  • Based in Munich or willing to relocate for onsite collaboration.
  • Experience designing or deploying AI agents for support automation is preferred.

Benefits

  • Onsite work in Munich, Bavaria, Germany, with in-person collaboration expected.
  • Compensation details are provided during the interview process.
  • Visa sponsorship is not available for this role.

Clera

Clera harnesses the power of artificial intelligence to match high-growth startups with exceptional talent, streamlining the entire headhunting process. This innovative approach simplifies the job search for candidates while providing startups with access to a curated pool of skilled professional...

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