Customer Support Engineer (m/w/d)
Core
Technical bridge between Customer Support and Engineering, handling complex technical escalations and building team knowledge.
Role type
Senior Customer Support Engineer (Technical Escalations)
Builds
AI-powered communication platforms and support automation tools
Domain
SaaS / Customer Support / AI
Deliverable
production ML models
Required skills
Technical troubleshooting, Root cause analysis, System debugging, Cross-functional collaboration, Technical documentation, Customer communication
Preferred skills
Log analysis, Hypothesis testing, Process improvement
Technologies
Internal support tools, Logs, Debugging frameworks
Responsibilities
Analyze and resolve complex technical customer escalations independently, Collaborate with Engineering to debug system issues, Create troubleshooting guides and documentation for the support team, Translate technical problems into actionable insights for engineering
Seniority
Senior, hands-on IC
