Customer Support Engineer

ABOUT THE ROLE

This is a technical customer support role at a Y Combinator-backed AI sales automation startup, sitting at the intersection of product, engineering, and customers. You'll own production issue resolution end-to-end — from investigation to fix — while also designing AI-driven workflows that make support faster and smarter. The work directly shapes reliability for customers who depend on the platform for core business operations.

WHAT YOU'LL DO

• Investigate and reproduce production issues across the product, data layer, integrations, and workflows.

• Dive into logs, databases, customer examples, and the codebase to identify root causes.

• Own technical resolution end-to-end, including writing fixes directly when possible.

• Communicate clearly with customers to understand problems and ensure they feel supported throughout.

• 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.

• Collaborate closely in person with engineering and product as the team scales.

WHAT WE'RE LOOKING FOR

• At least 1 year of experience in full-stack software engineering delivering 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, including investigation, reproduction, and cross-team coordination.

• Experience designing or deploying AI-assisted support workflows or AI agents for automation.

• Comfortable communicating technical issues and resolutions to customers or non-technical stakeholders.

• Experience documenting recurring issues and creating internal playbooks or runbooks.

• Background in a startup or small-team environment with close collaboration across customers, product, and engineering is a plus.

• German proficiency at B2 level or above is required; strong English is also required for international collaboration.

• Based in Munich or willing to relocate — on-site collaboration is a core part of this role.

LOCATION

On-site in Munich, Bavaria, Germany. Relocation to Munich is required. No visa sponsorship is available.