Customer Support Engineer

ABOUT THE ROLE This is a hands-on Customer Support Engineer role at a fast-growing, Y Combinator–backed AI sales automation startup. You'll sit at the intersection of product, engineering, and customers — owning technical issue resolution end-to-end, building AI-powered support tooling, and turning recurring problems into lasting improvements that directly shape the product. WHAT YOU'LL DO - Investigate and reproduce production issues spanning product, data, integrations, and workflows. - Dive into logs, databases, customer examples, and the codebase to identify root causes. - Own technical resolution end-to-end, including fixing issues directly where possible. - Communicate clearly with customers to understand problems and ensure they feel supported. - Design and deploy AI agents that automate customer interactions and accelerate resolution. - Operate and manage AI agent teams that assist investigation and flag when core engineering input is 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 improvements. - Collaborate closely in person with founders, engineering, and product as the company scales. WHAT WE'RE LOOKING FOR - At least 1 year of full-stack software engineering experience delivering production-grade code. - Hands-on experience with React, TypeScript, Python, and PostgreSQL in a production environment. - Demonstrated ability to debug independently across logs, databases, APIs, and unfamiliar codebases. - Experience owning end-to-end technical customer resolution and communicating issues to non-technical stakeholders. - Experience designing or deploying AI-assisted support workflows or AI agents. - Comfortable with customer-facing work and using user conversations to prioritise fixes. - Structured, reliable, and people-oriented approach to support. - Experience in a startup or small-team environment with close collaboration across customers, product, and engineering is a plus. - German at B2 level or above and strong English for international collaboration. - Based in Munich or willing to relocate — on-site collaboration is required. LOCATION On-site in Munich, Bavaria, Germany. Visa sponsorship is not available.