Customer Support Engineer

blp-digital; Deutschland; Hybrid; EUR 70,000 - 100,000; Full time

Job summary

blp-digital is expanding its Customer Support Engineering team in Europe, offering a senior role focused on owning complex cases end to end. The position involves diagnosing across platforms, coordinating with product and engineering, and driving improvements to reduce support effort.

Onboarding starts at our Zurich HQ with subsequent work from home locations in Germany, supported by occasional in-person team days.

Responsibilities

• Own customer cases end to end: investigate, resolve, and confirm with the customer that it is actually fixed.
• Diagnose across boundaries: platform behaviour, ERP behaviour, master data and process logic.
• Decide what the real fix is, and make it: configuration, data, process, or a case for engineering.
• Keep response times within our commitments, with priority handling on strategic accounts.
• Recognize when a problem is bigger than one case, and hand it on with proper evidence.
• Document what you learn so the next person does not have to learn it twice.
• Support Consultants and Client Partners on the technical substance of customer escalations.
• Own the technically difficult cases from our live customer base to a verified root cause.
• Go into accounts with a deteriorating health score, stabilize them and hand them back running properly.
• Drive strategic initiatives that permanently reduce effort and improve the customer experience, from better diagnostics to customer-facing self-service and assistants.
• Act as the counterpart to Product and Engineering, with evidence strong enough to change priorities, and push for structural problems to be solved once.
• Build the diagnostic tooling, patterns and documentation that raise what the rest of the team can resolve alone.
• Mentor interns and Customer Support Engineers, and raise the technical bar of the function.

Job description

Join BLP and help make the world's business processes autonomous! Our agentic platform helps finance and operations teams worldwide remove manual work from their core business processes, so work runs end-to-end with greater control and significant productivity gains. Today, over 550 enterprise customers use BLP across 1,300+ deployed projects. In the processes we automate, customers achieve productivity improvements of 5 to 10 times. To date, BLP remains majority employee-owned, with Goldman Sachs holding a minority stake as a growth investor. Our success is driven by deep expertise in technology and business processes, a superior product with strong product-market fit, reflected in an expanding customer base that includes Fortune 500 companies. BLP is one of Switzerland's fastest-growing SaaS scale-ups; we are now entering our next phase of growth. From our headquarters on Zürich's Bahnhofstrasse, we're expanding globally, with a growing presence across Europe and North America. Join us and help make autonomous operations the new standard.

Location

This is a full-time position based in Munich or Cologne. Following a comprehensive onboarding period at our HQ in central Zurich (minimum one month), you will work from your home location. Team collaboration matters a lot to us. You will regularly spend time with the team in person, in Zurich and at our hubs, for team days, all-hands and offsites. These visits are financially supported by blp.

Your Mission

You keep business-critical processes running, and you make sure they keep running better. Once a customer is running on blp, their processes are business critical. Invoices post or they do not. Orders flow or they sit. When something does not behave the way a customer expected, a document that did not post, an exception that should have resolved itself, a number that looks wrong, it comes to our Customer Support Engineering team. Critical incidents are always solved, for every customer. On our strategic accounts we go further: priority handling, tracked response times, and the extra mile on topics we would otherwise push back on.

As a Customer Support Engineer , you own incoming cases end to end. You investigate what the system did, what the data says and what the customer's process actually requires, and you fix it: you have the access and the authority to change configuration when that is the answer, and you know who to bring in when it is not. You are the person the customer hears back from, in writing, on a call, and increasingly in the room when something urgent needs solving now. You start on cases where the pattern is known and take on harder ones as your expertise builds.

As a Senior Customer Support Engineer , you take the hard technical problems on live systems: the cases where the cause is not obvious, where it crosses systems, data and process logic at once, where the same symptom has three possible explanations and only one of them is right. Everything difficult that comes out of the run phase lands with you. Two things sit alongside the case work, and they are what make this a senior job rather than a harder version of a junior one. Stabilizing accounts. When an account's health goes bad, you go in and stabilize it. Not as a permanent assignment, but as a small, highly skilled squad that takes a customer whose numbers or whose confidence have slipped, works out what is actually wrong across the whole picture, fixes it, and hands back a customer who is running properly again.

Key Responsibilities

• Own customer cases end to end: investigate, resolve, and confirm with the customer that it is actually fixed.
• Diagnose across boundaries: platform behaviour, ERP behaviour, master data and process logic.
• Decide what the real fix is, and make it: configuration, data, process, or a case for engineering.
• Keep response times within our commitments, with priority handling on strategic accounts.
• Recognize when a problem is bigger than one case, and hand it on with proper evidence.
• Document what you learn so the next person does not have to learn it twice.
• Support Consultants and Client Partners on the technical substance of customer escalations.
• In addition, as a Senior Customer Support Engineer
• Own the technically difficult cases from our live customer base to a verified root cause.
• Go into accounts with a deteriorating health score, stabilize them and hand them back running properly.
• Drive strategic initiatives that permanently reduce effort and improve the customer experience, from better diagnostics to customer-facing self-service and assistants.
• Act as the counterpart to Product and Engineering, with evidence strong enough to change priorities, and push for structural problems to be solved once.
• Build the diagnostic tooling, patterns and documentation that raise what the rest of the team can resolve alone.
• Mentor interns and Customer Support Engineers, and raise the technical bar of the function.

What You Bring

For the Senior Customer Suppo