Customer Support Engineer (m/f/x)

Locations: Berlin, Stuttgart, Munich or remote (EU)
Full-time

(Remote/Hybrid/Onsite) 

At Makersite, we're pioneering the future of sustainable product development and digital collaboration. As a leading platform for product lifecycle management (PLM), we empower companies to make smarter, more sustainable decisions across their entire supply chain. Our cutting-edge software enables teams to design, prototype, and manufacture with transparency, efficiency, and responsibility—reducing environmental impact while optimizing performance. 

We're a fast-growing, innovative company that thrives on creativity, collaboration, and continuous learning. If you're passionate about technology, sustainability, and creating meaningful impact, we’d love to hear from you. Join us and be a part of shaping the future of manufacturing and product innovation. 

As part of our growing team, you will play a key role in shaping the future of sustainable product development. We’re looking for innovative, driven Customer Support Engineers who are passionate about technology and sustainability to join us in building tools that enable companies to make smarter, more responsible decisions. In this role, you’ll have the opportunity to collaborate with talented professionals, contribute to cutting-edge projects, and help drive the digital transformation of industries worldwide. If you're ready to make an impact and contribute to meaningful change, we want to hear from you! 

This role is a fixed, permanent position. All successful applicants will receive a permanent employment contract regardless of location.  

• Ticket Handling & Escalation
  - Investigate and troubleshoot complex customer-reported issues.
  - Replicate issues in test environments when needed.
  - Escalate unresolved issues to L3 support or engineering with detailed
  analysis.
  - Maintain ownership of escalated tickets until resolution and follow up
  with customers.

• Technical Expertise & Troubleshooting
  - Analyze logs, databases, API calls, and system performance to diagnose
  issues.
  - Guide customers through advanced configurations or troubleshooting
  steps.

• Communication & Collaboration
  - Work closely with Customer Success, Engineering, and Product teams to
  resolve issues.
  - Provide technical explanations and root cause analysis to both customers
  and internal stakeholders.
  - Document solutions and troubleshooting steps in the knowledge base.

• Process Improvement & Documentation
  - Identify recurring issues and suggest fixes or product improvements.
  - Update internal and customer-facing documentation with best practices
  and solutions.
  - Contribute to automation and self-service resources to reduce ticket
  volume.

• Customer Interaction & Satisfaction
  - Provide timely and professional responses to technical inquiries.
  - Ensure customer issues are resolved within SLAs and escalate proactively
  if delays occur.

• Experience: 

  • Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment.

  • Experience supporting SaaS platforms with exposure to application troubleshooting, APIs, integrations, and cloud-based environments.

  • Experience working with ticketing and incident management systems (e.g., Zendesk, Jira, ServiceNow).

• Technical Proficiency:

  • APIs & Integrations: Strong understanding of REST APIs, API troubleshooting, and experience using tools such as Postman and cURL to test, analyse, and diagnose API-related issues.

  • Logging & Monitoring: Experience working with logging and monitoring tools such as Grafana to investigate system behaviour, analyse errors, and support incident resolution.

  • Databases: Basic understanding of database concepts and ability to perform SQL queries (e.g., OrientDB or similar) to investigate and troubleshoot data-related issues.

  • Cloud & Infrastructure: Familiarity with cloud environments such as Amazon Web Services (AWS) and understanding of application environments and deployments.

  • Development & Debugging: Basic understanding of full-stack concepts, with familiarity in Python or similar programming languages considered advantageous.

  • Identity & Security: Understanding of CIAM/IAM concepts and tools such as Auth0, Okta, Azure AD, Amazon Cognito, or similar platforms. Knowledge of authentication, authorisation, and MFA security principles is beneficial.

  • Release & Feature Management: Exposure to feature flagging and release management tools such as LaunchDarkly, Split, Unleash, or similar solutions.

• Knowledge:

  • Strong understanding of SaaS solutions, particularly within complex B2B environments.

  • Understanding of software development processes, application lifecycle management, and production support practices.

  • Awareness of security, compliance, and data protection standards such as GDPR and ISO 27001.

  • Experience working with external customer data and understanding data handling considerations.

  Communication Skills:

  • Excellent English proficiency (mother tongue level preferred), with strong written and verbal communication skills.

  • Ability to explain technical concepts and solutions clearly to both technical and non-technical users.

  • Strong customer-focused mindset with patience, empathy, and the ability to manage customer expectations effectively.

  Problem Solving & Troubleshooting:

  • Strong analytical skills with the ability to diagnose and resolve complex technical issues.

  • Ability to investigate incidents through log analysis, debugging outputs, API testing, and system behaviour analysis.

  • Ability to reproduce issues in test environments and collaborate with internal teams to identify root causes and solutions.

  Collaboration & Documentation:

  • Experience collaborating with engineering, product, and development teams to resolve escalated technical issues.

  • Ability to document troubleshooting processes, technical solutions, and known issues.

  • Experience contributing to internal knowledge bases, support documentation, and best practices.

• Competitive Salary – We reward your skills and experience with a compensation package that reflects your value. 

• 30 Days Paid Time Off – Take the time you need to recharge and maintain a healthy work-life balance. 

• Remote-First Flexibility – Work from anywhere in the EU, with the option to collaborate in person at our offices in Stuttgart, Berlin (role dependent). 

• Generous Learning & Development Budget – We invest in your growth, providing ample resources for personal and professional development. 

• Choose Your Ideal Work Equipment – Whether you prefer Apple or Microsoft, we’ll equip you with the tools you need to excel. 

• Purpose-Driven Work – Build something meaningful. Here, you’re not just creating another app; you’re contributing to a transformative vision that you can be proud of. 

• Great Colleagues – Join a team that’s open, transparent, and international. We value inclusivity and foster a culture of collaboration and mutual respect. 

• Work-Life Balance – As a remote-first company, we trust you to do your best work, your way. You have the flexibility to work when it suits you, ensuring a healthy balance between personal and professional life. 

• Pride in Impact – We're already making a significant difference with global, well-known customers who share our vision. Be part of something that matters. 

• Stability with Ambition – With realistic growth plans, we’re committed to changing the way things are made—without sacrificing our ambitious goals for innovation and impact. 

If you want to find out more about what it’s like to work at Makersite, check out our Careers Page here 

If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.  

At Makersite, we are dedicated to fostering an environment that champions diversity, equity, inclusion, and belonging. We believe that diverse teams drive innovation and success, and we are proud to be an equal opportunity employer. We welcome applicants from all backgrounds and will consider all applications regardless of age, disability, gender identity, marital status, pregnancy or maternity, race, nationality, religion, sex, sexual orientation, or any other status protected by applicable law. Rest assured, all applications will be handled with the utmost confidentiality.