Customer Support Engineer

Job description

About the Role We're a Y Combinator–backed AI sales automation startup (Seed stage) building AI-driven infrastructure that helps distributors and manufacturers automate quoting and order processing. Our tight-knit team of ~15 is based in Munich, and we're hiring a Customer Support Engineer to own technical customer resolution end-to-end. You'll sit at the intersection of product, engineering, and customers — debugging production issues, deploying AI agents to automate support workflows, and turning recurring problems into lasting product improvements. This is an on-site role with close daily collaboration with engineering and product. What You'll Do Investigate and reproduce production issues across product features, data pipelines, integrations, and workflows. Dive into logs, databases, customer examples, and the codebase to identify root causes — and fix issues directly when possible. Own technical resolution end-to-end, from initial triage through to verified fix. Communicate clearly with customers to understand problems and ensure they feel supported throughout the process. 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. Work closely in person with the founding team, engineering, and product as the company scales. What We're Looking For Must-haves: 1+ years of experience in full-stack software engineering shipping 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 — investigation, reproduction, and working with product/engineering to implement fixes. Experience designing or deploying AI-assisted support workflows or AI agents for customer support automation. Comfortable communicating technical issues and resolutions to customers and non-technical stakeholders. German language proficiency at B2 level or above (strong English also required for international collaboration). Based in Munich or willing…