Customer Support Engineer

About the Role This is a technical customer support role at a Y Combinator-backed AI sales automation startup, sitting at the intersection of product, engineering, and customers. You'll own production issue resolution end-to-end — from investigation to fix — while also designing AI-driven workflows that make support faster and smarter. The work directly shapes reliability for customers who depend on the platform for core business operations. What You'll Do Investigate and reproduce production issues across the product, data layer, integrations, and workflows. Dive into logs, databases, customer examples, and the codebase to identify root causes. Own technical resolution end-to-end, including writing fixes directly when possible. Communicate clearly with customers to understand problems and ensure they feel supported throughout. Design and deploy AI agents that automate customer interactions and accelerate issue resolution. Operate and manage AI agent teams that assist investigation and flag when core engineering input is needed. 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 as the team scales. What We're Looking For At least 1 year of experience in full-stack software engineering delivering production-grade code. Hands-on experience with React, TypeScript, Python, and PostgreSQL in a full-stack environment. Demonstrated ability to debug end-to-end across logs, databases, APIs, and unfamiliar codebases. Experience owning technical customer resolution, including investigation, reproduction, and cross-team coordination. Experience designing or deploying AI-assisted support workflows or AI agents for automation. Comfortable communicating technical issues and resolutions to customers or non-technical stakeholders. Experience documenting recurring issues and creating internal playbooks or runbooks. Background in a startup or small-team environment with close collaboration across customers, product, and engineering is a plus. German proficiency at B2 level or above is required; strong English is also required for international collaboration. Based in Munich or willing to relocate — on-site collaboration is a core part of this role. Location On-site in Munich, Bavaria, Germany . Relocation to Munich is required. No visa sponsorship is available.