[Hiring] Customer Support Engineer @Makersite GmbH

Role Description

As part of our growing team, you will play a key role in shaping the future of sustainable product development. We’re looking for innovative, driven Customer Support Engineers who are passionate about technology and sustainability to join us in building tools that enable companies to make smarter, more responsible decisions. In this role, you’ll have the opportunity to collaborate with talented professionals, contribute to cutting-edge projects, and help drive the digital transformation of industries worldwide.

This role is a fixed, permanent position. All successful applicants will receive a permanent employment contract regardless of location.

Responsibilities

• Ticket Handling & Escalation
  • Investigate and troubleshoot complex customer-reported issues.
  • Replicate issues in test environments when needed.
  • Escalate unresolved issues to L3 support or engineering with detailed analysis.
  • Maintain ownership of escalated tickets until resolution and follow up with customers.
• Technical Expertise & Troubleshooting
  • Analyze logs, databases, API calls, and system performance to diagnose issues.
  • Guide customers through advanced configurations or troubleshooting steps.
• Communication & Collaboration
  • Work closely with Customer Success, Engineering, and Product teams to resolve issues.
  • Provide technical explanations and root cause analysis to both customers and internal stakeholders.
  • Document solutions and troubleshooting steps in the knowledge base.
• Process Improvement & Documentation
  • Identify recurring issues and suggest fixes or product improvements.
  • Update internal and customer-facing documentation with best practices and solutions.
  • Contribute to automation and self-service resources to reduce ticket volume.
• Customer Interaction & Satisfaction
  • Provide timely and professional responses to technical inquiries.
  • Ensure customer issues are resolved within SLAs and escalate proactively if delays occur.

Qualifications

• Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment.
• Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Strong understanding of SaaS solutions, particularly in the context of product supply chain and sustainable development.
• Excellent English proficiency (mother tongue), with strong written and verbal communication skills.
• Ability to explain technical solutions to both technical and non-technical users.
• Customer-focused mindset with patience and empathy.
• Strong analytical skills to diagnose and resolve complex technical issues.
• Experience working with engineering and product teams to resolve escalated issues.

Requirements

• Logging & Monitoring: Experience with tools like Grafana, Splunk, Datadog, or New Relic.
• Databases: Basic SQL querying (e.g. OrientDB).
• Familiarity with Python is a plus.

Benefits

• Competitive Salary – We reward your skills and experience with a compensation package that reflects your value.
• 30 Days Paid Time Off – Take the time you need to recharge and maintain a healthy work-life balance.
• Remote-First Flexibility – Work from anywhere in the EU, with the option to collaborate in person at our offices in Stuttgart, Berlin (role dependent).
• Generous Learning & Development Budget – We invest in your growth, providing ample resources for personal and professional development.
• Choose Your Ideal Work Equipment – Whether you prefer Apple or Microsoft, we’ll equip you with the tools you need to excel.

The Experience

• Purpose-Driven Work – Build something meaningful. Here, you’re not just creating another app; you’re contributing to a transformative vision that you can be proud of.
• Great Colleagues – Join a team that’s open, transparent, and international. We value inclusivity and foster a culture of collaboration and mutual respect.
• Work-Life Balance – As a remote-first company, we trust you to do your best work, your way.
• Pride in Impact – We're already making a significant difference with global, well-known customers who share our vision.
• Stability with Ambition – With realistic growth plans, we’re committed to changing the way things are made—without sacrificing our ambitious goals for innovation and impact.

Diversity and Inclusion

If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed. At Makersite, we are dedicated to fostering an environment that champions diversity, equity, inclusion, and belonging. We believe that diverse teams drive innovation and success, and we are proud to be an equal opportunity employer.