About the Role
This is a technical, customer-facing role at an early-stage B2B AI SaaS company building automation software for sales workflows in distribution and manufacturing. You will own production issue resolution end-to-end, sitting at the intersection of engineering, product, and customers, and will directly shape how support scales as the company grows.
What You'll Do
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Investigate and reproduce production issues across the product, data layer, integrations, and workflows.
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Dive into logs, databases, customer examples, and the codebase to identify root causes and fix issues directly where possible.
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Communicate clearly with customers throughout the resolution process to ensure they feel informed and supported.
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Design and deploy AI agents that automate customer interactions and accelerate issue resolution.
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Operate and manage AI agent teams that assist investigation and escalate when core engineering input is needed.
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Write clear technical escalation notes, including reproduction steps and supporting 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 engineering and product teams to shape support operations.
What We're Looking For
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At least 1 year of full-stack software engineering experience delivering production code.
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Hands-on experience with React, TypeScript, Python, and PostgreSQL.
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Ability to debug independently across logs, databases, APIs, and unfamiliar codebases.
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Comfort with customer-facing technical work and full ownership of resolution from investigation through fix.
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Structured, reliable, and people-oriented approach to support.
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German proficiency at B2 level or above, plus strong English for international collaboration.
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Based in Munich or willing to relocate for on-site collaboration.
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Experience designing or deploying AI agents for support automation is a plus.
Location
On-site in Munich, Bavaria, Germany. Relocation is welcome; visa sponsorship is not available.
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