Customer Support Engineer
Clera · Munich, Bavaria, Germany
Technology, Information and Internet · 2-10 employees
About the role
You will own the end-to-end technical resolution of customer issues by debugging production systems and implementing direct fixes. Additionally, you will design and deploy AI agents to automate support workflows and improve overall product performance.
What they look for
Requirements
Candidates must have at least one year of full-stack software engineering experience with proficiency in React, TypeScript, Python, and PostgreSQL. Strong communication skills in both English and German are required, along with the ability to work on-site in Munich.
Full 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 to relocate — this is a fully on-site role. No visa sponsorship available.
Nice to have:
- Experience documenting recurring issues and building internal playbooks or runbooks.
- Prior experience in a startup or small-team environment with close collaboration between customers, product, and engineering.
- Background in enterprise software, ERP/CRM integrations, or B2B SaaS.
Location & Work Arrangement
This is a fully on-site role based in Munich, Germany. Candidates must be located in Munich or willing to relocate. Visa sponsorship is not available.
Why Join
- Early-stage opportunity with direct impact on product, engineering, and customer outcomes.
- Work in person with a high-calibre, international team in Munich.
- Backed by top-tier investors at the Seed stage with strong early customer traction across distribution and manufacturing sectors.
- Opportunity to shape how AI-assisted support is built from the ground up.
