Customer Support Engineer

About the Role

We're a Y Combinator–backed AI startup building automation software for sales workflows in distribution and manufacturing — and we're looking for a Customer Support Engineer to own technical customer resolution end-to-end. You'll sit at the intersection of product, engineering, and customers: debugging production issues, deploying AI agents to accelerate support, and turning recurring problems into lasting improvements that directly impact business outcomes.

This is an on-site role in Munich — you'll work closely with a small, high-velocity team (including founders and engineers) in person every day. No visa sponsorship is available.

What You'll Do

• Investigate and reproduce production issues spanning 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 genuinely supported.

• Design and deploy AI agents that automate customer interactions and accelerate resolution times.

• Operate and manage AI agent teams that assist investigations 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 in person with founders, engineering, and product to shape the support function as the company scales.

What We're Looking For

Must-haves (dealbreakers):

• Based in Munich or genuinely willing to relocate — on-site collaboration is required.

• At least 1 year of full-stack software engineering experience delivering production-grade code across React, TypeScript, Python, and PostgreSQL.

• German language proficiency at B2 level or above; strong English for international collaboration.

Required skills & experience:

• Proven ability to ship production code and debug production issues across logs, databases, APIs, and unfamiliar codebases.

• Experience reproducing issues from customer examples, logs, and data in a live production environment.

• Ability to own technical customer resolution end-to-end, coordinating with product and engineering to implement fixes.

• Experience designing or deploying AI-assisted support workflows or AI agents for customer support automation.

• Comfortable communicating technical issues and resolutions to customers and non-technical stakeholders.

Nice to have:

• Experience documenting recurring issues and creating internal playbooks or runbooks.

• Background working in a startup or small-team environment with close cross-functional collaboration.

Location & Work Arrangement

• On-site in Munich, Bavaria, Germany.

• Relocation is welcome; visa sponsorship is not available.

Compensation & Benefits

Compensation details will be shared during the interview process and are competitive for an early-stage, well-funded startup at this stage. You'll be joining a small team where your impact is highly visible and your work directly shapes the product and company.