About the Role
This is a hands-on Customer Support Engineer role at a fast-growing, Y Combinator–backed AI sales automation startup. You'll sit at the intersection of product, engineering, and customers — owning technical issue resolution end-to-end, building AI-powered support tooling, and turning recurring problems into lasting improvements that directly shape the product.
What You'll Do
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Investigate and reproduce production issues spanning product, data, integrations, and workflows.
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Dive into logs, databases, customer examples, and the codebase to identify root causes.
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Own technical resolution end-to-end, including fixing issues directly where possible.
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Communicate clearly with customers to understand problems and ensure they feel supported.
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Design and deploy AI agents that automate customer interactions and accelerate resolution.
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Operate and manage AI agent teams that assist investigation and flag when core engineering input is needed.
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Produce clear technical write-ups for escalations, including reproduction steps and relevant data.
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Document recurring issues, build internal playbooks, and propose product or process improvements.
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Collaborate closely in person with founders, engineering, and product as the company scales.
What We're Looking For
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At least 1 year of full-stack software engineering experience delivering production-grade code.
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Hands-on experience with React, TypeScript, Python, and PostgreSQL in a production environment.
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Demonstrated ability to debug independently across logs, databases, APIs, and unfamiliar codebases.
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Experience owning end-to-end technical customer resolution and communicating issues to non-technical stakeholders.
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Experience designing or deploying AI-assisted support workflows or AI agents.
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Comfortable with customer-facing work and using user conversations to prioritise fixes.
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Structured, reliable, and people-oriented approach to support.
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Experience in a startup or small-team environment with close collaboration across customers, product, and engineering is a plus.
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German at B2 level or above and strong English for international collaboration.
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Based in Munich or willing to relocate — on-site collaboration is required.
Location
On-site in Munich, Bavaria, Germany. Visa sponsorship is not available.