Technical Customer Support Specialist (Level 2)

NoDi GmbH; Berlin; Vor Ort; Vertraulich; Vollzeit

Benefits dieser Stelle

Hybrid work: Berlin/Düsseldorf offices

Lunch allowance

Own NODI Flip

Zusammenfassung

NoDi GmbH in Berlin is seeking a Technical Customer Support Specialist (Level 2) to be the technical backbone of our support team, handling tricky cases and guiding families with empathy.

You will diagnose and resolve hardware/IoT issues, coordinate with engineering, and help scale our AI-assisted templates while communicating in German and English. Hybrid work with offices in Berlin or Düsseldorf is available.

Qualifikationen

• Experience in technical customer support (Level 2 or similar) ideally with hardware or IoT products.
• Genuine technical depth: troubleshoot systematically and explain technology clearly to stressed parents.
• Very good written and spoken German and English.
• Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar).
• A self-directed, structured way of working with ownership.
• Bonus: experience with firmware/OTA topics, Bluetooth/WiFi diagnostics, or family products.

Aufgaben

• 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 German and English, in a friendly, clear, informal tone for parents.
• Maintaining and expanding our Help Center and reply templates so Level 1 and AI-assisted drafts improve.
• Working with AI tools that pre-draft replies; your role is to review, improve, and solve the hard cases.

Kenntnisse

Technical support

IoT hardware

Troubleshooting

Bilingual German/English

Self-directed work

Tools

Gorgias

Zendesk

Freshdesk

Jobbeschreibung

We\'re NODI, a Berlin-based consumer electronics startup. We build the NODI 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.nodi.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 NODI Flip.

Sounds like you? Send us your CV and a few sentences on why technical support is your thing, no formal cover letter needed. The process includes a short practical exercise with real (anonymized) tickets, so you see what the work actually looks like and we see how you think.

We\'re looking forward to hearing from you!