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

1KOMMA5° GmbH; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Internationales, dynamisches Team

Direkter Einfluss auf Energiewende

Remote-Arbeit deutschlandweit

Zusatzleistungen und Mitarbeiterrabatt

Gute Karriereperspektiven in Europas w

Job summary

1KOMMA5° GmbH sucht einen engagierten Support-Mitarbeiter, der Niederlassungen in Deutschland, Australien, Schweden, Dänemark, Spanien, Niederlande und Finnland betreut. Sie arbeiten in Deutsch und Englisch, analysieren Tickets, erstellen Anleitungen und betreuen Bug-Reports sowie Feature-Anfragen.

Sie optimieren Prozesse, bauen einfache Automatisierungen mit Low-Code-Tools und führen Schulungen für neue Nutzer und Märkte durch.

Qualifications

• 1–2 Jahre Erfahrung in Support, Customer Success oder ähnlicher Rolle.
• Deutsch und Englisch auf C1-Niveau, schriftlich und mündlich.
• - Erfahrung mit Business-Software, z. B. CRM- oder Ticketing-Systemen.
• - Technisches Verständnis, wie SaaS-Tools Datenfelder, Rollen, Berechtigungen, Integrationen, APIs und Webhooks verbinden.
• - Strukturierte Fehlersuche: Reproduzieren, Ursachen eingrenzen, Engineerings-themen verständlich beschreiben.
• - Erfahrung in Schulung oder Onboarding oder Aufbau von Automatisierungen mit Low-Code-Tools (mind. eins davon).
• - Erfahrung in einem Startup/Scale-up ist ein Plus.

Responsibilities

• Unterstützung von Niederlassungen und Marktteams in Deutschland, Australien, Schweden, Dänemark, Spanien, Niederlande und Finnland – in Deutsch und Englisch.
• - Fehlerdiagnose und Umsetzung der passenden Lösung: Anleitung/Schulung, Bug-Report mit Reproduktionsschritten, oder Use-Case mit Auswirkung für das Produkt.
• - Falls sinnvoll, selbst bauen einer Automatisierung; nach Review mit Engineering live schalten.
• - Nutzung von Ticketdaten und KPIs zur Identifizierung von Zeitverlusten und Vorschlägen zur Prozessverbesserung.
• - Optimierung des Supports: Ticketkategorien, Templates, Routing und Übergaberegeln.
• - Schreiben und Pflegen von Hilfartikeln und Durchführung von Onboarding-Sessions für neue Nutzer und Märkte.

Skills

Support-Erfahrung

Deutsch & Englisch C1

CRM- oder Ticketing-Software

SaaS-Integrationen

Fehleranalyse & Troubleshooting

Low-Code-Automatisierung

Startup-/Scale-up-Erfahrung

Tools

CRM-System

Ticketing-System

Job description

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? Learn more about our Product & Tech team!

Deine Position

When a branch or market team can’t get something done in our systems, they come to you. Our teams work across a connected landscape of internal tools, from first customer contact through offer and project planning to installation and invoicing. You find out why: is it a bug, a gap in knowledge, or a missing feature? Then you make sure the right fix happens and you stay on it until the user can work again. What you see in the tickets helps us make these systems easier to use.

WHAT YOU WILL DO

• 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.

Dein Profil

• 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

Benefits

• 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