Support Agent / Customer Consultant / Support Specialist, Sensorberg
Solution for digitising and automating all types of buildings
Job no longer available
Solution for digitising and automating all types of buildings
21-100 employees
Job no longer available
21-100 employees
Company mission
To build the future of smart spaces.
Role
Who you are
- Strong customer focus with excellent communication skills
- Confident, friendly, and professional interaction with customers and internal stakeholders
- Strong analytical and problem-solving skills
- Excellent self-organization and prioritization abilities in a dynamic environment
- Solid technical understanding and interest in IoT / smart building technologies
- Fluency in German and English (company language is English)
What the job involves
- Act as the first point of contact for all customer inquiries and 1st-level support issues
- Provide hotline support in German and English during business hours (09:00–18:00)
- Own and manage the JIRA Support Board, including ticket triage, prioritization, and escalation
- Ensure a clear escalation path to 2nd-level support and internal teams (IT, Product, Ops)
- Create clear and reproducible bug reports, including testing and reproduction on QA hardware
- Coordinate closely with IT and development teams to resolve technical issues
- Follow up on and clarify incomplete or unclear support tickets
- Analyze and document customer feedback, recurring issues, and common pain points
- Maintain and improve support documentation, FAQs, and publicly available help materials
- Monitor response times, SLAs, and resolution deadlines to ensure timely support
- Collaborate closely with 2nd-level support to ensure smooth handovers and knowledge transfer
- Identify recurring issues and propose improvements to reduce ticket volume
- Actively contribute to support process optimization (tools, workflows, documentation)
- Track and report on support quality metrics (e.g. response time, resolution time, recurring incidents)
- Help define and improve support standards and best practices
- Share insights from support cases with internal teams to improve product quality and customer experience
Our take
Sensorberg is on a mission to blur the line between physical buildings and the digital world. The idea is to turn buildings like shared office spaces and co-working sites into smart structures, using smart tech like sensors and phone connections to make building access, room bookings, and property management easier and more secure.
Smart building features can make operations smoother, cheaper, and more productive for businesses with the resources to install them. They also substantially improve a building’s energy efficiency, which could prove an especially lucrative angle for Sensorberg to push going forwards. Energy efficiency is climbing up the corporate agenda, and whilst Sensorberg’s solutions aren’t cheap per se, they could pay dividends as industries come under increasing pressure to prove their green credentials.
One thing worth noting is that smart homes have seen unexpectedly slow adoption rates - will we see the same reluctant pattern when it comes to corporate buildings? It seems improbable. Integrated home systems are often prohibitively costly, which is unlikely to deter the kind of corporations most likely to benefit from the high security, strong productivity solution they offer.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2021
$7m
LATE VC
Jan 2015
$1.4m
SEED
Total funding: $9.4m
Company HQ
Mitte, Berlin, Germany
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 1 more job at Sensorberg