Overview As a Senior Support Engineer, you’ll play a key role in providing high-level technical support to our customers while also mentoring junior engineers and driving improvements in processes and service delivery. You will serve as a bridge between front-line support and engineering teams, working on complex technical issues, optimizing support operations, and ensuring an excellent customer experience. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving challenging problems, and is passionate about customer success. Your Responsibilities Advanced Technical Support Troubleshoot and resolve complex technical issues across our products and services. Act as a point of escalation for junior team members, providing expert-level support and guidance. Collaborate with Engineering and Product teams to identify root causes and ensure long-term solutions. Customer Engagement Communicate with customers in a professional, empathetic, and clear manner. Take ownership of critical issues, driving them to resolution while maintaining transparency with the customer. Ensure a seamless and high-quality support experience from start to finish. Knowledge Sharing & Documentation Document troubleshooting steps, solutions, and insights in our knowledge base. Mentor and train junior support engineers through hands-on collaboration and regular knowledge-sharing sessions. Continuous Improvement & Collaboration Identify recurring issues and trends, and contribute to improving support processes and tools. Work closely with cross-functional teams to enhance product reliability and customer experience. Support internal initiatives to improve team performance and customer satisfaction metrics. Your Profile Extensive experience in technical support, with a strong track record of handling complex customer issues. Proficient with Linux and Python. Experience in supporting enterprise customers in fast-paced or scale-up environments is a plus. Strong analytical and problem-solving skills. Comfortable mentoring others and leading by example. Experience contributing to process improvements and knowledge base development. Technical certifications (e.g., ITIL, HDI) are an asset. Experience in Docker/Kubernetes will be a plus. Excellent communication skills in English and German languages What you can expect from us Become part of an AI revolution! 30 days of paid vacation Access to a variety of fitness & wellness offerings via Wellhub Mental health support through nilo.health Substantially subsidized company pension plan for your future security Subsidized Germany-wide transportation ticket Budget for additional technical equipment Regular team events to stay connected Flexible working hours for better work-life balance and hybrid working model Virtual Stock Option Plan JobRad® Bike Lease