Customer Support Engineer

Mercura
Munich
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Debugging","Customer-facing","Independent problem-solving","Structured","Reliability","Customer empathy"]

Own technical customer resolution end-to-end as the first Support Engineer. Investigate and reproduce production issues across product, data, integrations, and workflows by digging into logs, databases, and the codebase, then drive fixes or deeper product changes with engineering and product. Stay close to users by communicating directly, and help automate support with AI agents while documenting repeat issues and escalating with clear technical write-ups.

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FursaFursa
Mercura
Mercura
1 month ago

Customer Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own technical customer resolution end-to-end as the first Support Engineer. Investigate and reproduce production issues across product, data, integrations, and workflows by digging into logs, databases, and the codebase, then drive fixes or deeper product changes with engineering and product. Stay close to users by communicating directly, and help automate support with AI agents while documenting repeat issues and escalating with clear technical write-ups.
Location: Munich
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Own technical customer resolution end-to-end, investigating and reproducing problems and driving them to resolution.
  • •Investigate production issues across product, data, integrations, and workflows by analyzing logs, databases, customer examples, and the codebase.
  • •Talk directly to users to understand issues, explain what’s happening, and ensure customers feel taken care of.
  • •Design and deploy AI agents that handle customer interactions and resolve issues faster, with clear handoffs to humans when needed.
  • •Document recurring issues, improve workflows and internal playbooks, and work with product and engineering to implement deeper product changes.

Pay and Benefits

Equity and Bonus:Equity

Key Requirements

  • •At least 1 year of experience in full-stack software engineering (React, TypeScript, Python, Postgres).
  • •You have shipped production code and understand how software behaves outside a perfect development environment.
  • •You can debug independently across logs, databases, APIs, and unfamiliar code.
  • •You enjoy customer-facing work and can quickly understand what matters by talking to users.
  • •German at B2 level or above (English should be strong for an international team).
Experience:1+ years
Skills:DebuggingCustomer-facingIndependent problem-solvingStructuredReliabilityCustomer empathy
Languages:GermanEnglish
Tech Stack:ReactTypeScriptPythonPostgresAPIsAI agents

Eligibility

Nationality:US National

Company Brief

Mercura
Mercura.ai builds AI-powered tools and platforms that help businesses extract insights from data, automate workflows, and improve decision-making using machine learning and natural language processing across enterprise use cases.
Industry: AI & Machine Learning
Website