Customer Support Engineer (m/f/x)

Planet A Ventures; Deutschland; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Benefits dieser Stelle

Competitive Salary

30 Days Paid Time Off

Remote-First Flexibility

Generous Learning & Development Budget

Choose Your Ideal Work Equipment

Zusammenfassung

Planet A Ventures is looking for a Customer Support Engineer to enhance customer experience by troubleshooting complex issues and providing prompt solutions. This position offers remote work flexibility across the EU and encourages collaboration with engineering and product teams.

Applicants need a minimum of 3 years of technical support experience, particularly in B2B SaaS. The role promotes a culture of sustainability and innovation, with excellent growth opportunities and a supportive work environment.

Qualifikationen

• Minimum of 3 years of experience in a technical support role.
• Strong understanding of SaaS solutions and product supply chain.
• Excellent English proficiency.

Aufgaben

• Investigate and troubleshoot complex customer-reported issues.
• Analyze logs, databases, and system performance to diagnose issues.
• Provide timely responses and ensure resolution within SLAs.

Kenntnisse

Technical support experience

B2B SaaS knowledge

Analytical skills

Strong communication skills

Ausbildung

Relevant technical support education

Tools

Zendesk

Jira

SQL

Python

Jobbeschreibung

Job description

Locations: Berlin, Stuttgart, Munich or remote (EU). Full‑time. (Remote/Hybrid/Onsite)

Who You’ll Work For:

At Makersite, we pioneer the future of sustainable product development and digital collaboration. We are a leading platform for product lifecycle management (PLM), empowering companies to make smarter, more sustainable decisions across their entire supply chain.

We’re fast‑growing and innovative, thriving on creativity, collaboration, and continuous learning. If you’re passionate about technology, sustainability, and creating meaningful impact, we’d love to hear from you.

Who we’re looking for:

We’re seeking innovative, driven Customer Support Engineers who are passionate about technology and sustainability. In this role, you’ll collaborate with talent, contribute to cutting‑edge projects, and help drive digital transformation worldwide. The position is permanent and offers a permanent employment contract regardless of location.

The role:

• Ticket Handling & Escalation
  - Investigate and troubleshoot complex customer‑reported issues.
  - Replicate issues in test environments when needed.
  - Escalate unresolved issues to L3 support or engineering with detailed analysis.
  - Maintain ownership of escalated tickets until resolution and follow up with customers.

• Technical Expertise & Troubleshooting
  - Analyze logs, databases, API calls, and system performance to diagnose issues.
  - Guide customers through advanced configurations or troubleshooting steps.

• Communication & Collaboration
  - Work closely with Customer Success, Engineering, and Product teams to resolve issues.
  - Provide technical explanations and root cause analysis to both customers and internal stakeholders.
  - Document solutions and troubleshooting steps in the knowledge base.

• Process Improvement & Documentation
  - Identify recurring issues and suggest fixes or product improvements.
  - Update internal and customer‑facing documentation with best practices and solutions.
  - Contribute to automation and self‑service resources to reduce ticket volume.

• Customer Interaction & Satisfaction
  - Provide timely and professional responses to technical inquiries.
  - Ensure customer issues are resolved within SLAs and escalate proactively if delays occur.

Job requirements

• Experience
  Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment. Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow).

• Technical Proficiency
  - Logging & Monitoring: Experience with Grafana, Splunk, Datadog, or New Relic.
  - Databases: Basic SQL querying (e.g., OrientDB).
  - Familiarity with Python is a plus.

• Knowledge
  Strong understanding of SaaS solutions, particularly in product supply chain and sustainable development.

• Communication Skills
  Excellent English proficiency (native), with strong written and verbal communication skills. Ability to explain technical solutions to both technical and non‑technical users. Customer‑focused mindset with patience and empathy.

• Problem Solving
  Strong analytical skills to diagnose and resolve complex technical issues. Ability to replicate issues in test environments and analyze logs/debugging outputs.

• Collaboration & Documentation
  Experience working with engineering and product teams to resolve escalated issues. Ability to document troubleshooting steps and update internal knowledge bases.

What We Offer

• Competitive Salary – Rewarded based on skills and experience.

• 30 Days Paid Time Off – Time to recharge and maintain work‑life balance.

• Remote‑First Flexibility – Work from anywhere in the EU; collaborate in person at offices in Stuttgart or Berlin where role allows.

• Generous Learning & Development Budget – Resources for personal and professional growth.

• Choose Your Ideal Work Equipment – Equip with chosen system (Apple or Microsoft).

The Experience

• Purpose‑Driven Work – Build something meaningful and impactful.

• Great Colleagues – Open, transparent, international, inclusive culture.

• Work‑Life Balance – Remote‑first flexibility ensures healthy balance.

• Pride in Impact – Make a difference alongside global customers.

• Stability with Ambition – Growth plans underpinned by ambition for innovation and impact.

Diversity and Inclusion

If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

We are dedicated to fostering an environment that champions diversity, equity, inclusion, and belonging. We welcome applicants from all backgrounds and will consider all applications regardless of age, disability, gender identity, marital status, pregnancy or maternity, race, nationality, religion, sex, sexual orientation, or any other status protected by applicable law. Rest assured, all applications will be handled with the utmost confidentiality.