We are seeking a Senior Customer Support Engineer (m/f/d) to join a high-growth B2B SaaS company specializing in digital accessibility technology. The company supports over 1,000 organizations, including enterprises, public institutions, and educational platforms, in building more inclusive digital environments.
In this role, you will be the technical point of contact for enterprise customers, assisting with support requests related to accessibility features and frontend technologies. You will play a critical role in ensuring a smooth and reliable customer experience, while also helping to improve internal support processes.
This is a hybrid position based in Leipzig, with the flexibility to work 2–3 days per week from home. The team is mission-driven, collaborative, and fast-paced, with an emphasis on open communication, ownership, and customer impact.
Key Responsibilities:
* Serve as the first point of technical contact for B2B enterprise clients
* Troubleshoot and resolve issues via ticketing systems
* Provide frontend--related support (HTML, CSS, JavaScript)
* Collaborate with internal teams including sales, product, and development
* Contribute to the improvement and documentation of support processes
* Ensure high customer satisfaction through structured and timely resolutions
Requirements
* At least 3 years of experience in a B2B technical support role
* Proficiency in HTML, CSS, or JavaScript (at least one is required)
* Experience with support tools such as Jira, Zendesk, Freshdesk, or similar
* Strong customer orientation and ability to manage technical discussions
* Clear, professional communication skills in both written and verbal formats
* Independent, structured, and reliable working style
* German language skills at C1 level (mandatory)
Note: Interviews will be conducted in German. English proficiency is welcome but not required unless explicitly stated.
Preferred Qualifications:
* Familiarity with digital accessibility or interest in the topic
* Understanding of WCAG guidelines or assistive technologies
* Experience in support process optimization
* Motivation to work in a socially meaningful, mission-driven environment
Benefits
* €47,000 per year base salary
* 31 vacation days annually
* Permanent full-time employment (40 hours/week)
* Hybrid work model: 2–3 days home office per week
* Flexible working hours
* Modern technical equipment and tools
* Central office location in Leipzig with great team atmosphere
* Flat hierarchies and direct access to leadership
* Opportunity to work on a product with clear social impact
* Positive, collaborative culture with regular team events
* Clear path for learning and process contribution within the support team