Customer Support Engineer (m/f/d)

Superchat, a Berlin-based customer messaging and AI-agent platform used by more than 10,000 businesses, is hiring a Customer Support Engineer as the technical interface between its customer support and engineering teams. About 40% of the role is handling technically complex customer cases: analyzing problems in a structured way, reproducing errors, narrowing down root causes and keeping customers informed until resolution. Another 40% is working with engineering, using internal tools, logs and debugging methods to solve issues independently, preparing complex problems for engineering, spotting recurring patterns and improving troubleshooting and escalation processes. The remaining 20% is enabling the support team as the go-to contact for technical questions and building troubleshooting guides, documentation, case reviews and trainings. The role is based in the Berlin office, which is the default, with some flexibility for remote work.