Customer Support

Summary

Join Makersite, a leading platform for product lifecycle management (PLM), and be a part of shaping the future of sustainable product development. As a Customer Support Engineer, you will play a key role in building tools that enable companies to make smarter, more responsible decisions. Investigate and troubleshoot complex customer issues, analyze logs and databases to diagnose problems, and collaborate with various teams to resolve issues. You will also provide technical explanations, document solutions, and identify areas for process improvement. This is a fixed, permanent position offering a competitive salary and a remote-first work environment within the EU.

Requirements

• Experience: Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment
• Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow)
• Logging & Monitoring: Experience with tools like Grafana, Splunk, Datadog, or New Relic
• Databases: Basic SQL querying (e.g. OrientDB)
• Strong understanding of SaaS solutions, particularly in the context of product supply chain and sustainable development
• Excellent English proficiency (mother tongue), with strong written and verbal communication skills
• Ability to explain technical solutions to both technical and non-technical users
• Customer-focused mindset with patience and empathy
• Strong analytical skills to diagnose and resolve complex technical issues
• Ability to replicate issues in test environments and analyze logs/debugging outputs
• Experience working with engineering and product teams to resolve escalated issues
• Ability to document troubleshooting steps and update internal knowledge bases

Responsibilities

• Investigate and troubleshoot complex customer-reported issues
• Replicate issues in test environments when needed
• Escalate unresolved issues to L3 support or engineering with detailed analysis
• Maintain ownership of escalated tickets until resolution and follow up with customers
• Analyze logs, databases, API calls, and system performance to diagnose issues
• Guide customers through advanced configurations or troubleshooting steps
• Work closely with Customer Success, Engineering, and Product teams to resolve issues
• Provide technical explanations and root cause analysis to both customers and internal stakeholders
• Document solutions and troubleshooting steps in the knowledge base
• Identify recurring issues and suggest fixes or product improvements
• Update internal and customer-facing documentation with best practices and solutions
• Contribute to automation and self-service resources to reduce ticket volume
• Provide timely and professional responses to technical inquiries
• Ensure customer issues are resolved within SLAs and escalate proactively if delays occur

Preferred Qualifications

Familiarity with Python is a plus

Benefits

• Competitive Salary – We reward your skills and experience with a compensation package that reflects your value
• 30 Days Paid Time Off – Take the time you need to recharge and maintain a healthy work-life balance
• Remote-First Flexibility – Work from anywhere in the EU, with the option to collaborate in person at our offices in Stuttgart, Berlin (role dependent)
• Generous Learning & Development Budget – We invest in your growth, providing ample resources for personal and professional development
• Choose Your Ideal Work Equipment – Whether you prefer Apple or Microsoft, we’ll equip you with the tools you need to excel