Technical Support Engineer

Position:
Technical Support Engineer (m/f/x)

Company:
Makersite GmbH

Compensation:
€70,000 - €80,000 per year

Location:
Germany, Stuttgart (Remote available)

Employment type:
Full-time

Work Arrangement:
Remote/Hybrid/Onsite

Short Summary:
At Makersite, we're pioneering the future of sustainable product development and digital collaboration. We empower companies to make smarter, more sustainable decisions across their entire supply chain. Join us to shape the future of manufacturing and product innovation.

Responsibilities:
- Ticket Handling & Escalation: Investigate and troubleshoot complex customer-reported issues, replicate issues in test environments, escalate unresolved issues to L3 support or engineering, maintain ownership of escalated tickets.
- Technical Expertise & Troubleshooting: Analyze logs, databases, API calls, and system performance to diagnose issues, guide customers through advanced configurations.
- Communication & Collaboration: Work closely with Customer Success, Engineering, and Product teams, provide technical explanations and root cause analysis.
- Process Improvement & Documentation: Identify recurring issues, suggest fixes, update documentation, contribute to automation and self-service resources.
- Customer Interaction & Satisfaction: Provide timely responses to technical inquiries, ensure customer issues are resolved within SLAs.

Requirement:
- Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment.
- Strong understanding of REST APIs, API troubleshooting, and experience with tools like Postman and cURL.
- Familiarity with cloud environments such as AWS, and understanding of application environments and deployments.
- Excellent English proficiency with strong written and verbal communication skills.

Benefits:
- Competitive Salary reflecting your skills and experience.
- 30 Days Paid Time Off for a healthy work-life balance.
- Remote-First Flexibility to work from anywhere in the EU.
- Generous Learning & Development Budget for personal and professional growth.
- Choose Your Ideal Work Equipment, whether Apple or Microsoft.
- Purpose-Driven Work contributing to a transformative vision.
- Great Colleagues in an open, transparent, and international team.
- Work-Life Balance with flexibility to work when it suits you.
- Stability with Ambition, committed to changing the way things are made.