CUSTOMER SUPPORT ENGINEER (M/W/D)
Core
Asynchronous, ticket-based support engineer for modern SaaS and cloud infrastructures, focusing on complex diagnostics, process standardization, and self-service knowledge management.
Role type
Senior IC Customer Support Engineer (Cloud/SaaS)
Builds
Standardized support processes, playbooks, runbooks, and self-service knowledge bases for enterprise clients in utilities, healthcare, and social sectors.
Domain
Cloud Infrastructure & SaaS Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Complex ticket triage and prioritization, independent error diagnosis and root cause analysis, playbook and runbook creation/optimization, knowledge base management, API and log analysis, process automation
Preferred skills
Portal-first support approaches, agile team collaboration (Scrum/Kanban), structured documentation
Technologies
Ticketing systems, Cloud infrastructures, APIs, System logs
Responsibilities
Qualify, classify, and prioritize complex customer inquiries via a central portal; independently diagnose and resolve issues using structured tickets and logs; write and optimize playbooks, runbooks, and guided workflows; build and maintain knowledge articles to reduce repeat inquiries; collaborate with Product and Development teams to identify error patterns and product gaps.
