Customer Support

Summary

Join Makersite, a leading platform for product lifecycle management (PLM), as a Customer Support Engineer and play a key role in shaping the future of sustainable product development. You will provide technical support, manage tickets, oversee onboarding, and ensure smooth customer experiences. This permanent, remote-first position requires at least 3 years of experience in a B2B SaaS environment and strong technical proficiency with Jira. Excellent communication skills and the ability to adapt to evolving product features and customer needs are essential. Makersite offers a competitive salary, 30 days of paid time off, remote flexibility, a generous learning and development budget, and the opportunity to work on meaningful projects with a collaborative team.

Requirements

• Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment
• Demonstrated experience with Jira, including L2 triage, prioritization, and resolution
• 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 quickly understand and manage multiple projects and adapt to evolving product features and customer needs
• Proven ability to troubleshoot and resolve complex technical issues efficiently
• Residing in and legally permitted to work in the EU

Responsibilities

• Act as the primary point of contact for L1 and L2 support tickets, providing timely and effective solutions
• Triage and prioritize incoming support tickets, ensuring efficient resolution and escalation where necessary
• Oversee support during customer onboarding and proof of concept phases, ensuring a smooth and successful experience
• Quickly grasp and manage various simultaneous projects, understanding implementation patterns and specific customer needs
• Maintain a detailed inventory of customer implementation patterns and keep thorough records of support interactions
• Stay informed about new product deliveries, feature developments, and terms of product updates to provide accurate and relevant support
• Communicate effectively in both written and verbal forms, ensuring clear and concise information is provided to customers and internal teams

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