Founding Customer Support Engineer

2 нед. назад

GermanyEuropeSeniorOnsite

apisaplogspull requests

Responsible for maintaining customer integrations and ensuring continuous usage of the platform post go-live, resolving technical issues end-to-end for a construction tech AI platform.

Обязанности

As our Founding Customer Support Engineer you own what happens after go-live: you keep our customers' integrations running and their teams using every day.
When a delivery note doesn't map to the right project, a 3-way match fails, or data stops flowing from a customer's SAP, you own the problem end to end. You dig into logs, APIs, and data flows to find the root cause, prepare and ship smaller pull requests yourself, and work closely with engineering on more complex fixes. When you're not deep in a technical problem, you're on calls with customers, making sure the teams that went live keep using in their daily work.
You're the person the customer calls when something breaks and the one who makes sure it doesn't break again. Inside you're the voice of the customer: you spot the feature gaps that surface in real use and prioritize with the Product Engineering team which ones get built.
The deeper you get into how the product works and where it falls short, the more the door opens to move into a Forward Deployed Engineer or Product Engineering role and ship those fixes and features yourself.

Условия

A path into building: This role is a launchpad. As you learn how customers use the product and where it breaks, you can grow into a Forward Deployed Engineer or Product Engineering role and build the fixes and features yourself.
Real ownership, twice over: Equity options on top of a competitive salary and the freedom to own your work and build things from the ground up, not execute someone else's plan.
Learn from the best: Direct mentoring from our Co-founder & CTO Dominik Brosch , plus access to engineering mentors through our network with Google Ventures and 20VC.
Build at the frontier: Early access to the latest LLMs and SDKs, any AI productivity tools you need and top-notch hardware.
Invest in yourself: A dedicated development budget for certificates, conferences and everything that makes you grow with the company.
Feel at home: Relocation support for your move to Munich, daily dinner options with the team, Wellpass subscription and yearly offsites - the last ones took us to Mallorca, Italy and Portugal.

Другое

is building the agentic workforce for European construction. Our agents turn paper delivery notes, fragmented invoices and offline supplier decisions into structured, real-time data and live decisions, embedded inside the largest contractors in Europe and the US. To accelerate this journey, we secured a €12.5M seed financing round from 20VC and Google Ventures , along with top European investors.
builds AI agents for construction. Our platform automates the entire flow from the bill of quantities to the fully verified invoice: RFQs and supplier matching, bid comparison and negotiation, framework contracts and orders, digital delivery notes, invoice verification and sustainability reporting. We're looking for exceptional talent to help us bring this to an industry that still runs most of it by hand.
Own inquiries end-to-end: Our customers run some of the largest construction sites in Europe. When something breaks, it's real: trucks, deliveries, invoices, deadlines.
Automate support with our own agents: We sell AI agents; support is a function where we also deploy them internally. You'll work out which parts of the flow an agent can handle and where the human touch still wins.
Ship the fix when it's yours to ship: Small PRs, config and mapping changes, data repair scripts, clearer error handling. Reviewed by engineering, shipped by you.
Kill recurring issues: Every ticket is a data point. You spot the patterns, bring them to Product Engineering with evidence, and push for the change that makes that ticket class disappear.
Build the support foundation: Playbook, macros, help center, internal runbooks. You won't inherit a finished system. You'll write the first version of it as you learn, with the founders and engineering behind you.
Report what matters: Time to first response, time to resolution on integration breaks, and how many recurring issue classes you eliminated. You consistently share where we stand with Customer Value Engineers and the wider team.
1 - 2 years in a technical, customer-facing role: Customer Success or Support Engineer, Solution Engineer, Implementation, TAM or similar.
You're comfortable in APIs, logs, SQL and data flows and can debug across systems you didn't build. You know when an issue is the integration, the data or the product.
You can explain a failed integration to an engineer and to a non-technical customer stakeholder, and both walk away clear.
You want to understand how the product works under the hood instead of treating it as a black box.
You are willing to work five days a week from our Munich office with occasional customer travel.
You are native in German and fluent in English .
Nice to have: Ideally, you have initial experience with Construction Tech, Supply Chain or Logistics SaaS experience; early-stage startup experience (<50 employees) where you built processes from scratch.