Customer Support Engineer
Clera · Munich, Bavaria, Germany
Technology, Information and Internet · 2-10 employees
About the role
The Customer Support Engineer will own technical customer resolution end-to-end by debugging production issues and implementing fixes. They will also design and deploy AI-powered support agents to automate interactions and improve resolution efficiency.
What they look for
Requirements
Candidates must have at least one year of full-stack software engineering experience with React, TypeScript, Python, and PostgreSQL. Proficiency in German at B2 level or above and the ability to work on-site in Munich are mandatory.
Full description
About the Role
We're a fast-growing, Y Combinator-backed startup building AI-driven software that automates quoting and order processing for distributors and manufacturers. Our platform integrates deeply with enterprise ERP and CRM systems, and our customers rely on it for core daily operations — so reliability and speed of resolution matter enormously.
We're looking for 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, building AI-powered support automation, and turning recurring problems into lasting improvements. This is an on-site role in Munich, working closely in person with a small, high-calibre team.
What You'll Do
- Investigate and reproduce production issues across product, data, integrations, and workflows.
- Dive into logs, databases, customer examples, and the codebase to identify root causes.
- Own technical resolution end-to-end — and fix issues directly where possible.
- Communicate clearly with customers to understand problems and ensure they feel well supported.
- Design and deploy AI agents that automate customer interactions and accelerate resolution times.
- Operate and manage AI agent workflows that assist investigation and escalate to core engineering when 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 changes.
- Work closely with engineering and product leadership to shape the support function as the company scales.
What We're Looking For
Must-haves:
- At least 1 year of full-stack software engineering experience delivering production-grade code across React, TypeScript, Python, and PostgreSQL.
- Demonstrated ability to ship production code and debug real-world software issues across logs, databases, APIs, and unfamiliar codebases.
- Proven ability to own technical customer resolution end-to-end — investigation, reproduction, and coordination 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 or non-technical stakeholders.
- German language proficiency at B2 level or above; strong English for international collaboration.
- Based in Munich or willing to relocate — on-site collaboration is a requirement for this role.
Nice to have:
- Experience documenting recurring issues and creating internal playbooks or runbooks.
- Background working in a startup or small-team environment with tight collaboration across customers, product, and engineering.
Location
This is a fully on-site role in Munich, Bavaria, Germany. Candidates must be based in Munich or willing to relocate. Visa sponsorship is not available.
Compensation & Benefits
Compensation details will be discussed during the interview process and are competitive for the Munich market at this company stage. You'll be joining a small, senior team at a well-backed early-stage company with significant scope for ownership and career growth.
