About the Role
This is a technical, customer-facing role at an early-stage B2B AI SaaS company building automation software for sales workflows in distribution and manufacturing. You will own production issue resolution end-to-end, sitting at the intersection of engineering, product, and customers, and will directly shape how support scales as the company grows.
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 and fix issues directly where possible.
- Communicate clearly with customers throughout the resolution process to ensure they feel informed and supported.
- Design and deploy AI agents that automate customer interactions and accelerate issue resolution.
- Operate and manage AI agent teams that assist investigation and escalate when core engineering input is needed.
- Write clear technical escalation notes, including reproduction steps and supporting data.
- Document recurring issues, build internal playbooks, and propose product or process improvements.
- Collaborate closely in person with engineering and product teams to shape support operations.
What We're Looking For
- At least 1 year of full-stack software engineering experience delivering production code.
- Hands-on experience with React, TypeScript, Python, and PostgreSQL.
- Ability to debug independently across logs, databases, APIs, and unfamiliar codebases.
- Comfort with customer-facing technical work and full ownership of resolution from investigation through fix.
- Structured, reliable, and people-oriented approach to support.
- German proficiency at B2 level or above, plus strong English for international collaboration.
- Based in Munich or willing to relocate for on-site collaboration.
- Experience designing or deploying AI agents for support automation is a plus.
Location
On-site in Munich, Bavaria, Germany. Relocation is welcome; visa sponsorship is not available.