Customer Support Engineer (m/f/x)

Makersite; United States; Hybrid; USD 52,246 - 75,467; Full time

Benefits offered by this job

30 Days Paid Time Off

Generous Learning & Development Budget

Remote-First Flexibility

Job summary

Makersite is seeking a Customer Support Engineer to join their team and help drive digital transformation globally. You will tackle customer issues, collaborate with technical teams, and enhance product features. This role offers flexibility with the possibility of working remotely or in their offices in Berlin or Stuttgart.

Ideal candidates will have a strong technical background, particularly in B2B SaaS environments, and be passionate about sustainable technology solutions. The position comes with a competitive salary and generous learning budget.

Qualifications

• Minimum 3 years in a technical support role within a complex B2B SaaS environment.
• Strong understanding of SaaS solutions, particularly in product supply chain and sustainable development.
• Ability to explain technical solutions to technical and non-technical users.

Responsibilities

• Investigate and troubleshoot complex customer-reported issues.
• Work closely with Customer Success, Engineering, and Product teams.
• Document solutions and troubleshooting steps in the knowledge base.

Skills

Experience in technical support role

Strong understanding of SaaS

Excellent English proficiency

Strong analytical skills

Experience with ticketing systems

Tools

Grafana

SQL querying

Python

Job description

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.