Technical Customer Support

Summary

Join Apaleo, a fast-growing company revolutionizing the hospitality industry with its API-first platform. As a Technical Customer Support member, you will provide exceptional support to customers, app partners, and clients within the Apaleo API ecosystem. You will troubleshoot technical problems, collaborate with cross-functional teams, and enhance technical documentation. This role requires at least 3 years of customer support experience, ideally in the travel or tech industry with API experience, and strong English and German language skills. Apaleo offers a diverse team, flexible work arrangements, competitive compensation, and various benefits.

Requirements

• Bring at least 3 years of customer support experience, ideally from the travel or tech industry, ideally worked with API-based products (like SaaS/IaaS/PaaS), or from international customer support teams
• Possess top-notch English skills (C1 level) and German C1 in spoken and written communication
• Value honesty, accountability, and teamwork. Understand the importance of a positive working culture and treat everyone with respect, offering assistance when needed, and upholding our company values
• Embrace an open feedback culture and actively seek growth opportunities. Be an avid learner, always eager to expand your knowledge and adapt quickly to new systems and processes

Responsibilities

• Take charge of level 1, level 2 and technical inbox escalation ticket inquiries, diagnosing and troubleshooting technical problems related to customer integrations, and providing exceptional support leveraging your API and Apaleo platform expertise
• Collaborate with cross-functional teams, including business development and product experts, to tackle complex challenges and bring our API-first and open platform vision to life
• Elevate the customer experience by providing unparalleled support to our customers, app partners, and clients within the Apaleo API ecosystem
• Embrace opportunities for personal and professional growth by actively participating in our continuous improvement process
• Identify frequently asked technical questions, enhance technical documentation for self-service, prepare reports on customer issues, and maintain the Apaleo Dev knowledge base
• Thrive on flexibility, willingly participating in the on-call rotations

Preferred Qualifications

• Have 2-3 years of experience in technical support, API, automation, or software, with a preference for those with project implementation experience
• Have a proven ability to manage support cases throughout their entire lifecycle, including initial customer inquiries, issue triage, reproduction, documenting bug reports for development handoff, and case resolution
• Have experience in Accounting/Finance-related support
• Have 3 or more years of experience in customer-facing technical support, including extensive work with APIs and log analysis

Benefits

• A diverse team of motivated and international experts from various disciplines and backgrounds
• Flexible structure with a flat hierarchy
• A key role in one of the most promising international start-ups in the hospitality industry, located in the heart of Munich
• Fair compensation with a transparent peer review and career progression plan
• Flexible and free choice of work location + we support remote work
• Team events: cocktail club, dinners, meet-ups
• 30 vacation days per year
• Free public transportation inside the city of Munich