Role:
Customer Support Engineer
Location:
Essen, Germany
Hybrid:
3 days in office, 2 days from home
About the Role
The Customer Support Engineer (DACH) will act as a trusted expert across a suite of SaaS products. The role requires strong problem-solving ability, customer engagement skills, and technical knowledge to ensure customers in the DACH region receive timely and effective support. This position is ideal for individuals who enjoy working in a dynamic environment, solving technical challenges, and guiding customers towards success with enterprise cloud applications. With structured training and clear progression opportunities, this role can lead to internal careers in customer success, technical consulting, or presales engineering should that be a route the Support Engineer wishes to take.
Key Responsibilities
* Provide professional technical support across enterprise SaaS applications.
* Troubleshoot and resolve application, configuration, and integration issues.
* Document and track support cases accurately and consistently.
* Collaborate with product and development teams to resolve complex issues.
* Support customer onboarding and ensure smooth adoption of SaaS solutions.
* Share customer insights to contribute to product improvement.
* Represent the business during onsite customer visits and international training sessions.
Skills and Experience
* Fluent German speaker with excellent English communication skills.
* Previous experience in IT support, SaaS support, or helpdesk roles.
* Strong analytical and troubleshooting skills.
* Ability to manage multiple cases in a fast-paced environment.
* Knowledge of SaaS and cloud platforms is an advantage.
Compensation and Benefits
* Highly Competitive salary (DOE).
* 28 vacation days plus public holidays.
* Free office lunch, mobile subscription top-up, and train card subsidy.
* Travel insurance.
* International training opportunities and structured career growth.
Apply now if you are a fluent German speaker with strong customer engagement skills. A background working in b2b SaaS is key to this position.