Support Engineer *EU/ Germany remote* (m/f/d)

Responsibilities

• Own complex technical cases end-to-end: Take over technical tickets from 1st-Level
• Support, drive investigation, and deliver clear outcomes such as solution, workaround, or escalation to Engineering or Product teams.
• Communication & SLA ownership: Ensure clear updates to stakeholders and adherence to SLAs throughout the ticket lifecycle.
• Escalate effectively (Engineering handover): Provide complete reproduction steps, impact assessment, logs/queries/screenshots as relevant, and a crisp hypothesis when possible.
• Coordinate cross-functionally: Align with Product & Engineering on prioritization, provide context, and keep Customer
• Support informed.
• Debug product and integration issues end-to-end
• Analyze customer reports, reproduce behavior, compare against expected workflows, and isolate root causes. Diagnose technical problems using logs, system tools, and troubleshooting frameworks.
• Triage and classify issues: Distinguish between configuration/integration errors, data issues, product limitations, and genuine bugs.

Languages