Technical Customer Support Specialist (Level 2)

United States Digital Space LLC; Berlin; Vor Ort; EUR 40.000 - 50.000; Vollzeit

Benefits dieser Stelle

Lunch allowance

Hybrid work (Berlin or Düsseldorf)

Zusammenfassung

Flip, a Berlin-based consumer electronics startup, is seeking a Technical Customer Support Specialist (Level 2) to be the technical backbone of our support team. You’ll diagnose complex cases, own replacement decisions, and help improve our AI-assisted replies for parents.

Join a hybrid role with a mix of home office and our offices in Berlin or Düsseldorf. Salary ranges between €40,000 and €50,000, with benefits for lunch and family-friendly policies.

Qualifikationen

• Experience in technical customer support (Level 2 or comparable).
• Ability to explain technology to stressed parents clearly.
• Fluent written and spoken German and English.

Aufgaben

• Diagnose and resolve technical cases (firmware OTA, WiFi/LTE, app pairing, Spotify integration).
• Decide remote fix vs replacement and own the replacement process.
• Escalate bugs with clear documentation to engineering.

Kenntnisse

Technical support

Hardware/IoT

German

English

Helpdesk tools

Tools

Gorgias

Zendesk

Freshdesk

Jobbeschreibung

We're the company, a Berlin-based consumer electronics startup. We build the the company Flip, a screen-free audio device for kids, with Spotify integration, voice messaging, offline content, and optional LTE. Our mission: give children music, audiobooks, and a connection to their family without putting them in front of a screen.

As our Technical Customer Support Specialist (Level 2), you're the technical backbone of our support team, the person who takes over when things get tricky.

http://www.the company.kids

Tasks

• Diagnosing and resolving technical cases: failed firmware (OTA) updates, WiFi and LTE connectivity issues, app pairing, Spotify integration
• Deciding whether a device can be fixed remotely or needs replacement, and owning the replacement process
• Escalating reproducible bugs to our engineering team with clean, structured documentation they can act on directly
• Answering tickets in our helpdesk in German and English, friendly, clear, and in the informal tone parents know us for
• Maintaining and expanding our Help Center and reply templates so Level 1 and our AI-assisted drafts keep getting better
• Working with AI tools that pre-draft replies, your job is increasingly to review, improve, and solve the hard cases, not type on an assembly line.

Requirements

• Experience in technical customer support (Level 2 or comparable), ideally with hardware or IoT products
• Genuine technical depth: you troubleshoot systematically and can explain technology in a way stressed parents understand
• Very good written and spoken-level German and English
• Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)
• A self-directed, structured way of working. We have short paths and lots of ownership
• Bonus: experience with firmware/OTA topics, Bluetooth/WiFi diagnostics, or products for kids and families

Benefits

• A product you can stand behind. Parents love it, and so do kids
• Direct impact: your support insights feed straight into product and engineering decisions
• Modern tooling and AI-assisted workflows
• Hybrid work: a mix of home office and our Berlin or Düsseldorf office
• Salary: €40,000-€50,000
• Further benefits: lunch allowance, and of course, your own the company Flip.