Customer Support Engineer
On-site · Munich, Bavaria, Germany
Job Summary
Own end-to-end technical customer resolution as Mercura’s first Support Engineer. Debug production issues across product, data, integrations, and workflows by diving into logs, databases, customer examples, and the codebase. Talk directly to users to understand problems and communicate clearly, while designing AI agents to handle real customer interactions and accelerate issue resolution. Collaborate with product and engineering to design deeper product changes and improve systems by documenting recurring issues and building internal playbooks. Requires 1+ year of full-stack software engineering experience (React, Typescript, Python, Postgres), strong debugging skills across logs/databases/APIs, and German language proficiency at B2 level or higher (English also required). Based in Munich or willing to relocate; in-person collaboration with the team.
Required Qualifications
- At least 1 year of experience in full-stack software engineering (React, Typescript, Python, Postgres)
- Shipped production code and understand software behavior outside development environment
- Ability to debug independently across logs, databases, APIs, and unfamiliar code
- Strong customer-facing communication and ability to explain technical issues to users
- German language proficiency at B2 level or above; strong English for international team
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