Technical Support & Enablement Specialist (m/f/d)

1komma5grad; United States; Remote; USD 44,000 - 62,000; Full time

Benefits offered by this job

Wellpass

Employee discounts

Bike/e-bike leasing

Job summary

1komma5grad is seeking a customer support/ops-minded professional to help branch and market teams resolve issues across internal tools, from initial contact through planning, installation, and invoicing.

You’ll determine whether issues require user guidance, an engineering fix, or product change, while supporting seven markets and gaining exposure to product and engineering operations.

Qualifications

• 1–2 years of experience in support, customer success, or a related role (internships count).
• German and English proficiency at C1 level or above, in writing and conversation.
• Experience using business software such as a CRM or ticketing system.
• Understanding of how SaaS tools connect, including data, roles and permissions, integrations, APIs and webhooks.
• A methodical troubleshooting approach: reproduce issues, narrow down causes, and explain them clearly for engineering teams.
• Experience training or onboarding users, or building automations with low‑code tools.

Responsibilities

• Support teams in Germany, Australia, Sweden, Denmark, Spain, the Netherlands, and Finland in German and English.
• Investigate support requests and identify whether the cause is a knowledge gap, software defect, or missing capability.
• Provide guidance or training, document reproducible defects for Engineering, and describe feature requests with their use case and impact for Product.
• Build simple automations for support gaps and put them into use after an engineering review.
• Track ticket patterns and agreed metrics, such as request volume, resolution time, and repeat issues, then suggest improvements.
• Maintain support categories, templates, routing, handover rules, help articles, and onboarding sessions.

Skills

German proficiency

English proficiency

CRM usage

Ticketing system

SaaS integrations

Troubleshooting

User training

Low-code automation

Tools

CRM

Ticketing system

APIs & Webhooks

Low-code platforms

Job description

Role overview

Help branch and market teams resolve problems across the internal software they use from initial customer contact through project planning, installation, and invoicing. You’ll determine whether each issue calls for user guidance, an engineering fix, or a product change, then follow it through so teams can work again. The role spans seven markets and offers exposure to product and engineering operations.

Responsibilities

• Support teams in Germany, Australia, Sweden, Denmark, Spain, the Netherlands, and Finland in German and English.
• Investigate support requests and identify whether the cause is a knowledge gap, software defect, or missing capability.
• Provide guidance or training, document reproducible defects for Engineering, and describe feature requests with their use case and impact for Product.
• Build simple automations for support gaps and put them into use after an engineering review.
• Track ticket patterns and agreed metrics, such as request volume, resolution time, and repeat issues, then suggest improvements.
• Maintain support categories, templates, routing, handover rules, help articles, and onboarding sessions.

Requirements

• Around 1–2 years of experience in support, customer success, or a related role; internships and student work count.
• German and English proficiency at C1 level or above, in writing and conversation.
• Experience using business software such as a CRM or ticketing system.
• Understanding of how SaaS tools connect, including data, roles and permissions, integrations, APIs, and webhooks.
• A methodical troubleshooting approach: reproduce issues, narrow down causes, and explain them clearly for engineering teams.
• Experience training or onboarding users, or building automations with low‑code tools.

Nice to have

• Experience in a startup or scale‑up.
• Interest in progressing toward product operations, internal tool ownership, automation, or engineering.

Benefits and work setup

• Remote work from anywhere in Germany, with offices available in Hamburg, Berlin, and Munich.
• Work that contributes to renewable energy adoption, with contact across teams and decision‑makers.
• Wellpass, employee discounts, and bicycle or e‑bike leasing.