Customer Support Engineer

BLP; Deutschland; On-site; EUR 75,000 - 110,000; Full time

Job summary

BLP is seeking a Senior Customer Support Engineer in Munich or Cologne to own complex customer cases on our ERP automation platform. After onboarding at our Zurich HQ, you will collaborate with customers and teams across Europe, delivering high‑quality resolutions.

You diagnose cross‑system issues, decide fixes, coordinate with Product and Engineering, and mentor junior engineers. Fluent German and English are required; ERP experience with SAP or Microsoft Dynamics is a plus.

Qualifications

• Master's degree in STEM field.
• 3+ years in a technical customer-facing role.
• Fluent German and English required.
• Experience with SQL, APIs, and data mapping.
• ERP experience with SAP or Microsoft Dynamics is nice to have.

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.

Skills

Fluent German-English

Technical support

SQL

Data mapping

APIs

Education

Master's degree in STEM field

Tools

SAP ERP

Microsoft Dynamics

Scripting

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 Support Engineer level

• Master's degree in a STEM field: computer science, engineering, information systems, mathematics, physics or similar.
• 3+ years in a technical customer-facing role: application support at depth, technical consulting, solution engineering, integration engineering or equivalent.
• Demonstrable debugging ability across systems, not only within one. APIs, data mapping, interfaces, logs.
• Comfortable with data. SQL or equivalent, and the instinct to check rather than assume.
• German and English, both fluent. This is a hard requirement. Our customers work in German every day and our internal work runs in English.
• Nice to have: ERP experience with SAP, Microsoft Dynamics or similar, scripting in any language, or exposure to workflow automation and process mining.

Ready to build the future of ERP automation?

Join us and own your impact.

Learn more about blp and our values at https://blp.digital/company/careers.