Customer Support Engineer

ABOUT THE ROLE We're a Y Combinator–backed AI sales automation startup (Seed stage) building AI-driven infrastructure that helps distributors and manufacturers automate quoting and order processing. Our tight-knit team of ~15 is based in Munich, and we're hiring a Customer Support Engineer to own technical customer resolution end-to-end. You'll sit at the intersection of product, engineering, and customers — debugging production issues, deploying AI agents to automate support workflows, and turning recurring problems into lasting product improvements. This is an on-site role with close daily collaboration with engineering and product. WHAT YOU'LL DO - Investigate and reproduce production issues across product features, data pipelines, integrations, and workflows. - Dive into logs, databases, customer examples, and the codebase to identify root causes — and fix issues directly when possible. - Own technical resolution end-to-end, from initial triage through to verified fix. - Communicate clearly with customers to understand problems and ensure they feel supported throughout the process. - Design and deploy AI agents that automate customer interactions and accelerate issue resolution. - Operate and manage AI agent teams that assist investigation and flag when core engineering input is needed. - Produce clear technical write-ups for escalations, including reproduction steps and relevant data. - Document recurring issues, build internal playbooks, and propose product or process improvements. - Work closely in person with the founding team, engineering, and product as the company scales. WHAT WE'RE LOOKING FOR Must-haves: - 1+ years of experience in full-stack software engineering shipping production-grade code. - Hands-on experience with React, TypeScript, Python, and PostgreSQL in a full-stack environment. - Demonstrated ability to debug end-to-end across logs, databases, APIs, and unfamiliar codebases. - Experience owning technical customer resolution — investigation, reproduction, and working with product/engineering to implement fixes. - Experience designing or deploying AI-assisted support workflows or AI agents for customer support automation. - Comfortable communicating technical issues and resolutions to customers and non-technical stakeholders. - German language proficiency at B2 level or above (strong English also required for international collaboration). - Based in Munich or willing to relocate — this is a fully on-site role. No visa sponsorship available. Nice to have: - Experience documenting recurring issues and building internal playbooks or runbooks. - Prior experience in a startup or small-team environment with close collaboration between customers, product, and engineering. - Background in enterprise software, ERP/CRM integrations, or B2B SaaS. LOCATION & WORK ARRANGEMENT This is a fully on-site role based in Munich, Germany. Candidates must be located in Munich or willing to relocate. Visa sponsorship is not available. WHY JOIN - Early-stage opportunity with direct impact on product, engineering, and customer outcomes. - Work in person with a high-calibre, international team in Munich. - Backed by top-tier investors at the Seed stage with strong early customer traction across distribution and manufacturing sectors. - Opportunity to shape how AI-assisted support is built from the ground up.