Customer Support Engineer

Clera; München; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

Clera in Munich, Germany, is seeking a hands‑on Customer Support Engineer who will bridge product, engineering, and customers. You will own end‑to‑end technical resolution, build AI‑powered support tooling, and translate recurring issues into lasting product improvements.

You will work with React, TypeScript, Python, and PostgreSQL in production, debug across logs and data stores, and collaborate closely with founders and engineers in a fast‑growing AI startup. On‑site in Munich is required.

Qualifikationen

• At least 1 year of full‑stack software engineering experience delivering production‑grade code.
• Hands‑on experience with React, TypeScript, Python, and PostgreSQL in a production environment.
• Experience owning end‑to‑end technical customer resolution and communicating issues to non‑technical stakeholders.

Aufgaben

• 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, including fixing issues directly where possible.
• Communicate clearly with customers to understand problems and ensure they feel supported.
• Design and deploy AI agents that automate customer interactions and accelerate resolution.
• Operate and manage AI agent teams that assist investigation 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 closely in person with founders, engineering, and product as the company scales.

Kenntnisse

Full‑stack dev

React

TypeScript

Python

PostgreSQL

Debugging across systems

AI agent design

Customer support

Jobbeschreibung

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

• 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, including fixing issues directly where possible.
• Communicate clearly with customers to understand problems and ensure they feel supported.
• Design and deploy AI agents that automate customer interactions and accelerate resolution.
• Operate and manage AI agent teams that assist investigation 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 closely in person with founders, engineering, and product as the company scales.

What We’re Looking For

• At least 1 year of full‑stack software engineering experience delivering production‑grade code.
• Hands‑on experience with React, TypeScript, Python, and PostgreSQL in a production environment.
• Demonstrated ability to debug independently across logs, databases, APIs, and unfamiliar codebases.
• Experience owning end‑to‑end technical customer resolution and communicating issues to non‑technical stakeholders.
• Experience designing or deploying AI‑assisted support workflows or AI agents.
• Comfortable with customer‑facing work and using user conversations to prioritise fixes.
• Structured, reliable, and people‑oriented approach to support.
• Experience in a startup or small‑team environment with close collaboration across customers, product, and engineering is a plus.
• German at B2 level or above and strong English for international collaboration.
• Based in Munich or willing to relocate — on‑site collaboration is required.

Location

On‑site in Munich, Bavaria, Germany. Visa sponsorship is not available.