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