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.