CUSTOMER SUPPORT ENGINEER (M/W/D)
Core
Senior Customer Support Engineer responsible for complex ticket-based support, error diagnosis, and process automation in modern SaaS/Cloud infrastructures.
Role type
Senior IC Customer Support Engineer (SaaS/Cloud)
Builds
Standardized support processes, playbooks, runbooks, and self-service knowledge bases for SaaS customers.
Domain
SaaS / Cloud Infrastructure
Required skills
Complex ticket triage and prioritization, structured error diagnosis and root cause analysis, playbook and runbook creation/optimization, knowledge base management, API and system log analysis, process automation
Preferred skills
Portal-first support approaches, agile team collaboration (Scrum/Kanban), technical 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 complex technical issues using structured tickets and logs; write and optimize playbooks, runbooks, and guided workflows; build and maintain knowledge articles to reduce standard inquiries; collaborate with Product and Development teams to identify error patterns and product gaps.
