Technical Support & Enablement Specialist

1KOMMA5° GmbH; United States; Remote; USD 45,000 - 58,000; Full time

Job summary

1KOMMA5° GmbH ищет сотрудника в команду поддержки для международной витрины рынков. Вы будете работать удалённо по Германии, помогать пользователям на немецком и английском, диагностировать проблемы, готовить гайды и обучающие материалы, а также реализовывать простые автоматизации с помощью low‑code инструментов.

Требуется 1–2 года опыта в поддержке, знание CRM и API, а также умение обучать коллег и работать в быстрорастущей компании. Продуктовая сфера — энергоперспективы и SaaS.

Qualifications

• 1–2 года опыта в поддержке, Customer Success или аналогичной роли.
• Наличие стажировок и позиций для студентов засчитывается.
• Немецкий и английский на уровне C1, устно и письменно.
• Опыт работы с бизнес‑софтом, например CRM или ticketing-системой.
• Понимание того, как SaaS‑инструменты соединяются: поля данных, роли, разрешения, интеграции, API и вебхуки.
• Структурированный подход к устранению неполадок: воспроизведение, локализация причины, передача инженерам.
• Опыт обучения/онбординга, или создания автоматизаций с помощью low‑code инструментов (один из двух достаточно).
• Опыт работы в стартапе или scale‑up приветствуется

Responsibilities

• Поддержка филиалов и региональных команд, ответ на German & English.
• Диагностика проблем и подготовка руководств/кейсов для инженерии/продукта.
• Реализация простых автоматизаций и их развёртывание после ревью инженерией.
• Использование данных по тикетам для анализа и улучшения процессов.
• Улучшение настроек поддержки: категории тикетов, шаблоны и маршрутизация.
• Написание и поддержка статей помощи, проведение onboarding новых пользователей и рынков.

Skills

German (C1)

English (C1)

Customer support

Tools

CRM system

APIs & webhooks

Low-code tools (n8n, Windmill)

Job description

Описание:

1KOMMA5° At 1KOMMA5°, we pursue a clear vision: Living on wind and sunlight forever for free. To make this a reality, we are building the energy system of the future with Heartbeat AI. Want to be part of it? We bring together regional craftsmanship and scalable software: We don't think of solar, batteries, heat pumps, and e-mobility as isolated components, but control them as an intelligent, integrated overall system in our virtual power plant. Directly connected to the electricity market – in real time, fully automated. This way, energy is used when it is available from renewables and particularly cost-effective. By 2030, our goal is to transition 1.5 million households to renewable energies. Over 3,000 people are working towards this every day, at more than 80 locations worldwide, from Finland to Australia. Want to take responsibility and build solutions that truly matter? help us shape the energy world of tomorrow.

Задачи:

• Support branches and market teams in Germany, Australia, Sweden, Denmark, Spain, the Netherlands and Finland, in German and English
• Diagnose each issue and deliver the matching fix: a guide or training for a knowledge gap, a bug report with reproduction steps for Engineering, a feature request with use case and impact for Product
• Where a simple automation closes the gap for a bug or a missing feature, you build it yourself. It goes live after a review with Engineering.
• Use ticket data and the support metrics we agree on (volume by topic, time to resolution, share of repeat requests) to find where time is lost, and propose changes.
• Improve our support setup: ticket categories, templates, routing and handover rules
• Write and maintain help articles and run onboarding sessions for new users and new markets

This role is a good starting point in our tech organisation. You work across the full system landscape and all seven markets, and you learn how Product and Engineering make decisions. From here you can develop in several directions, for example towards product operations, ownership of an internal tool, or automation and engineering.

Требования:

• 1 to 2 years of experience in support, customer success or a similar role.
• Internships and working student positions count.
• German and English at C1 level or higher, written and spoken
• Experience with business software, for example a CRM or ticketing system
• Good technical understanding of how SaaS tools connect: data fields and objects, user roles and permissions, integrations, APIs and webhooks
• A structured way of troubleshooting: you can reproduce an issue, narrow down the cause and describe it so that Engineering can act on it without follow‑up questions
• Experience in training or onboarding other people, or in building automations with low‑code tools (e.g. n8n, windmill). One of the two is enough.
• Experience in a startup or scale‑up is a plus

Условия:

• You are part of an international, dynamic, and highly motivated team of people who have proven to make things happen
• With your work, you accelerate the "energy transition" and hence have a direct impact on our climate
• Work with and learn from other super‑smart colleagues
• You will enjoy direct contact with core decision‑makers
• You will enjoy the best chances of entering full‑time in one of Europe’s most thriving scaleups
• You work remotely (Germany‑wide), with offices in Hamburg, Berlin or Munich
• Create a healthy balance alongside your work and enjoy all the benefits of the EGYM Wellpass
• Benefits and discounts are yours with Futurebens
• Whether city bike or e‑bike - be flexible with our job bike leasing and do something good for the environment at the same time