Senior Customer Support Engineer, SPREAD
+ Performance bonus
Product intelligence platform
Be an early applicant
Product intelligence platform
101-200 employees
Be an early applicant
+ Performance bonus
101-200 employees
Company mission
Empower companies to leverage their engineering knowledge for the overall business to work more efficiently and create more sustainable products.
Role
Who you are
- Fluent German and English with confident customer-facing writing and speaking
- 5+ years in enterprise technical support or a similar customer-facing role for complex B2B software with a track record of setting up processes and tooling
- Hands-on experience with helpdesk tooling e.g. Jira Service Management, including SLAs queues, forms, automations, and dashboards, with comfort in defining escalation paths and reporting cadences
- Proficiency in JavaScript and/or Python with the ability to write SQL scripts for diagnostics and data validation
- Practical familiarity with ETL concepts, GraphQL, and databases, with the ability to isolate data flow and query issues
- Ability to reason about SaaS on AWS, Azure, and GCP, as well as on-prem environments, with an understanding of configuration, identity, and network differences and their impact on reproducibility and fixes
- Strong debugging skills across operating systems, networking, and web or application layers, with confidence in gathering logs and traces and structuring hypotheses
- Understanding of the low-code application layer with the ability to diagnose configuration logic flow and schema interactions that influence behavior and performance
- Familiarity with automotive machinery, defence aerospace, or similar machine-building domains, and understanding of how complex systems are built
- A documentation habit with precise knowledge base articles, runbooks, and internal notes that accelerate future resolution
What the job involves
- Own the helpdesk end-to-end, covering intake, triage, internal routing, and customer communication. Implement automations, SLA policies, forms, and runbooks, and publish weekly, monthly, and quarterly KPI reports
- Reproduce and resolve, route or escalate issues across product features, ETL pipelines, GraphQL queries, database traversals, and SQL scripts. Capture and follow up, if not provided by a user/client, evidence such as screenshots, videos, logs, and traces, and deliver clear Root Cause Analyses
- Work with Product and Engineering to file high-quality bug reports, verify fixes, and close the loop with customers
- Establish and evolve support operations. Define SLA targets (based on MSA), escalation paths, incident communication templates, and internal ticket flows that scale with volume
- (Re-)Categorize user requests to distinguish between different request types and corresponding SLA targets
- Sync with Product and Engineering to gain a firm understanding of our products and tech stack to better reproduce/understand support requests and create CS function handbooks
- Raise the bar on the helpdesk stack by refining queues, fields, and taxonomies, implementing automation rules, and connecting with status pages, analytics, and logging or telemetry where useful
- Create and maintain knowledge base articles and runbooks with the Technical Writer to drive self-service and deflect tickets
- Coach teammates on effective handoffs, and keep ticket hygiene high so reporting and trend analysis stay reliable
- Watch for performance and scale risks in the knowledge graph, and partner with Engineering on pragmatic mitigations such as indexing guidance, caching strategies, and safeguards
- Represent Support in customer communication and give clear and empathetic updates during investigations and after resolution
- Track and report support and reliability KPIs to Product leadership and propose quarterly improvement initiatives based on trend data
Our take
The complexity of modern products, as well as the associated manufacturing processes, has increased over the past few decades. This growing complexity introduces three major challenges for engineers creating complex products. Firstly, the process is often inefficient, with engineers spending large amounts of time on non-productive things like coordination meetings. Secondly, information in this area is often difficult to find: engineers commonly spend around a quarter of their time searching for product information. Thirdly, creating cross-departmental understanding is often highly challenging. In short, things need to get better.
This is where SPREAD comes in. Its software streamlines the product design process at all stages, from providing access to part or component information to suggesting how a product can be assembled and even repaired. These high-level product insights aim to increase efficiency in the design process.
SPREAD has generated a lot of interest with a customer base including major manufacturers such as Audi, Ford, Miele and Porsche. This has led to the startup raising a significant amount of funding which it intends to use for early product development and growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (2 rounds)
May 2023
$16m
SERIES A
Jan 2020
$3m
SEED
Total funding: $19m
Company benefits
- Unlimited contract
- Be an owner through equity/virtual shares
- Optional Private Pension Scheme
- €1,000 yearly budget for professional Learning & Development
- Be part of a competent, ambitious and fun team that inspires us to perform our best, and grow both professionally and personally
- Flat organization
- Solution focused 360 degree communication and feedback
- People & Culture events such as : #SpreadOut company outings, #ThirstyThursdays where we celebrate SPREAD’s cultural diversity, #SpreadTheNews, #Lunch&Learn and so much more!
- 30 days of vacation
- Monthly time budget of 1 day dedicated to breaking out of daily tasks – facilitated with the Design Thinking Methodology
- All the tech you need (cool tech-stack, fully configured MacBook Pro, monitors, gadgets, etc.)
- A commitment to our Vision to change how products are created and maintained, helping a whole industry to become more sustainable!
Company HQ
Kreuzberg, Berlin, BE
Leadership
Philipp Noll
(Managing Director & Co-Founder)An ex-Maintenance Engineer at Daimler AG, Phillip spent almost 4 years as a Senior Management Consultant at MHP.
Robert Göbel
(Managing Director & Co-Founder)Robert began their career in finance, working at Deutsche Bahn and IMB, before spending over 3 years in management positions at MHP.
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