This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Germany.
As a Technical Support Engineer, you will be a key technical resource for enterprise customers across the EMEA region, helping them resolve complex issues and get maximum value from a sophisticated ecommerce technology platform.
You will own customer-facing support conversations across tickets, Slack, and calls, guiding customers from initial investigation through resolution.
The role combines hands-on troubleshooting with exceptional communication, customer enablement, and continuous improvement of support operations.
You will work extensively with APIs, SDKs, logs, event data, integrations, tagging, and implementation behavior to diagnose technical challenges.
As an early member of a newly established support function, you will have significant influence over processes, documentation, automation, escalation paths, and team practices.
You will partner closely with customers as well as Customer Success, Solutions, Product, Engineering, and other internal teams to resolve issues and share valuable product feedback.
This is an ideal opportunity for a technically strong, customer-obsessed problem solver who wants to build scalable support practices while working with cutting-edge ecommerce and AI technology.
Accountabilities
- Provide timely, accurate, and technically sound support for complex customer questions involving APIs, SDKs, data integrations, tagging, event instrumentation, and implementation behavior.
- Own customer-facing technical support cases across tickets, Slack, and calls, ensuring customers understand what is known, what is being investigated, and what happens next.
- Build trust with technical and business stakeholders through clear communication, effective expectation management, and actionable explanations of complex technical issues.
- Troubleshoot issues by reviewing API behavior, payloads, logs, configurations, implementation details, HTTP requests, and other relevant technical information.
- Investigate and resolve blockers related to data ingestion, tagging, event instrumentation, API performance, and implementation, particularly when they affect launches, customer confidence, or ongoing platform usage.
- Coordinate escalations with Product, Engineering, Solutions, Customer Success, and other internal teams, providing clear context including business impact, reproduction steps, examples, urgency, and customer-facing implications.
- Serve as a technical subject-matter expert, helping customers understand expected platform behavior, integration approaches, troubleshooting techniques, and implementation options.
- Review and improve self-service support and automated responses, identify gaps, and help refine escalation criteria.
- Create and maintain knowledge-base content, troubleshooting guides, technical documentation, macros, internal notes, and reusable support resources.
- Identify recurring customer questions, technical issues, and support pain points, turning those insights into actionable feedback for Product and Engineering teams.
- Support customers across EMEA business hours with strong ownership, responsiveness, and consistently high-quality written and verbal communication.
- Continuously improve support processes, playbooks, workflows, and escalation paths to increase efficiency, consistency, and customer satisfaction.
- As an early member of the support team, contribute to establishing scalable foundations and practices that can support the growth of the function.
Requirements:
- 4+ years of experience in technical support, technical account management, solutions engineering, implementation, customer-facing engineering, or a comparable technical customer role.
- Hands-on experience working with APIs, SDKs, logs, HTTP requests, event data, integrations, and technical implementation details.
- Exceptional written and verbal communication skills, particularly when explaining complex technical concepts in tickets, Slack, documentation, and customer calls.
- Proven experience supporting enterprise customers with multiple stakeholders, competing priorities, and potentially high-urgency technical issues.
- Strong ability to manage customer expectations, communicate clearly under pressure, and drive complex issues toward resolution across internal and external teams.
- Demonstrated experience managing technical support cases from intake through resolution while balancing speed, accuracy, customer communication, and appropriate escalation.
- Track record of creating or improving support processes, documentation, troubleshooting guides, tooling, or workflows that improve customer outcomes and team efficiency.
- Strong troubleshooting and analytical skills, with a methodical approach to investigating technical problems and identifying root causes.
- Customer-obsessed mindset with a genuine interest in removing roadblocks, earning trust, and leaving customers in a better position after every interaction.
- Ability to learn quickly, adapt to changing priorities, and continuously improve processes in a fast-moving, high-growth environment.
- Familiarity with JavaScript-based web integrations, browser developer tools, HTTP request flows, and client-side and server-side environments is a plus.
- Familiarity with A/B testing, ecommerce search or discovery, network request routing, or HTTP troubleshooting is advantageous.
- Ability to work effectively during EMEA business hours.
- Strong collaboration skills and the ability to work closely with customer developers, data teams, Customer Success, Sales, Solutions, Product, and Engineering.
- A willingness to contribute beyond individual support cases by improving the systems, documentation, automation, and processes that enable a support organization to scale.
Benefits:
- Unlimited vacation time, with employees strongly encouraged to take at least three weeks of vacation each year.
- Competitive compensation package, including stock options.
- Fully remote work, with flexibility to choose where you live.
- Work-from-home stipend to support a productive and comfortable home office.
- Company-provided Apple laptop for new employees.
- Annual training and professional development budget.
- Maternity and paternity leave for eligible employees.
- Opportunity to work with highly skilled colleagues and make a meaningful impact on customers and the broader support organization.
- Opportunity to help shape a newly established support function and influence its processes, tools, and operating model.
- Exposure to advanced ecommerce search, discovery, AI, APIs, integrations, and high-scale technology.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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