Customer Support Engineer

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Description

About the Role This is a Customer Support Engineer role at a Y Combinator-backed AI sales automation startup, sitting at the intersection of product, engineering, and customers. You will own technical issue resolution end-to-end, from root-cause debugging to shipping fixes, while also building AI agents that automate and accelerate support workflows. The role has a direct impact on the reliability of a platform that customers depend on for core business operations. What You'll Do Investigate and reproduce production issues across product, data, integrations, and workflows. Dig into logs, databases, customer examples, and the codebase to identify root causes. Own technical resolution end-to-end and fix issues directly when 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 workflows, flagging when core engineering input is required. 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 engineering and product teams as the company scales. What We're Looking For At least 1 year of full-stack software engineering experience delivering production code. Hands-on proficiency with React, TypeScript, Python, and PostgreSQL. Proven ability to debug independently across logs, databases, APIs, and unfamiliar codebases. Comfortable with customer-facing work and able to use user conversations to prioritize fixes. Structured, reliable, and people-oriented approach to support and ownership. German proficiency at B2 level or above, with strong English for international collaboration. Experience designing or deploying AI agents for support automation is a plus. Location On-site in Munich, Bavaria, Germany. Candidates must be based in Munich or willing to relocate. Visa sponsorship is not available.

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