Senior Customer Support Engineer - Remote

Overview

At SPREAD, we enable engineering teams at leading companies such as Mercedes-Benz, Volkswagen, BMW, Bosch, and Rheinmetall to navigate the complexities of software-defined vehicles and products. Our platform transforms intricate engineering and software data into actionable Engineering Intelligence, providing teams with preconfigured applications and AI agents to access and apply critical product knowledge more effectively. This approach accelerates time-to-market by up to 10×, reduces costs by 50%, and enhances product quality. Recognized for our innovation with accolades like the 2024 SPARK AI Innovation Prize (by Handelsblatt & McKinsey), inclusion in the EU AI Champions Initiative, and ranking among LinkedIn’s Top 20 Startups in DACH, SPREAD offers a dynamic environment where your contributions directly impact the evolution of engineering intelligence.

In Short

• Own the helpdesk end-to-end, covering intake, triage, internal routing, and customer communication.
• Reproduce and resolve, route or escalate issues across product features, ETL pipelines, GraphQL queries, database traversals, and SQL scripts.
• Work with Product and Engineering to file high-quality bug reports, verify fixes, and close the loop with customers.
• Establish and evolve support operations, defining SLA targets and incident communication templates.
• Sync with Product and Engineering to gain a firm understanding of our products and tech stack.
• Raise the bar on the helpdesk stack by refining queues, fields, and taxonomies.
• Create and maintain knowledge base articles and runbooks with the Technical Writer.
• Coach teammates on effective handoffs and keep ticket hygiene high.
• Track and report support and reliability KPIs to Product leadership.
• Represent Support in customer communication and give clear updates during investigations.

Requirements

• Fluent German and English with confident customer-facing writing and speaking.
• 5+ years in enterprise technical support or a similar role for complex B2B software.
• Hands-on experience with helpdesk tooling e.g. Jira Service Management.
• Proficiency in JavaScript and/or Python with the ability to write SQL scripts.
• Practical familiarity with ETL concepts, GraphQL, and databases.
• Strong debugging skills across operating systems and networking.
• Understanding of the low-code application layer.
• Familiarity with automotive machinery or similar domains.
• A documentation habit with precise knowledge base articles.

Benefits

• Attractive compensation + performance bonus.
• Mobility budget (e.g. Deutschlandticket).
• Urban Sports Club membership.
• 30 vacation days and workation options.
• A volunteering day and a €1,000 learning budget.
• Security & Flexibility with a hybrid work model.