AI Support Specialist

You are the first technical point of contact for our customers. You solve their problems, identify underlying patterns, and turn them into scalable solutions — from help center articles to AI-driven automation and a digital academy. You work at the intersection of Product, Customer Success, and our customers. And you turn technical support into real customer success.

Roles

• Solution Engineer: You advise enterprise customers on the technical implementation of complex AI workflows. Depending on your aptitude, direct interaction with enterprise accounts is possible from the very beginning.
• Customer Success Manager (AI Success Architect): You take on strategic ownership of customer accounts, translate business processes into AI agents, and drive overall customer success.

Activities

• First-Level Support: Independently handle technical customer inquiries via tickets, chat, and email. You analyze issues, find solutions, and document insights.
• Help Center: Create and maintain help articles in German and English, including visual assets such as screenshots, GIFs, and step-by-step guides.
• Product Testing: Regularly test new features from a user perspective. You identify usability issues and bugs and provide structured feedback to the Product team.
• Customer Education: Contribute to the creation of training videos, webinars, and feature deep dives.
• AI-Driven Support Processes: Identify and implement AI-based solutions to automate recurring requests (ticket deflection) and reduce response times.
• Release Enablement: Support product releases by creating release notes, in-app notifications, and updating relevant help articles.
• Academy Development: Contribute to building a digital academy with learning paths and e-learning modules.
• Cross-Functional Collaboration: Work closely with Product and Customer Success to continuously improve the customer journey.

Requirements

• A degree in Business Informatics, Media Informatics, or a comparable field — completed or close to completion. Alternatively, relevant practical experience through internships or working student roles in a SaaS or tech environment.
• A strong conceptual technical understanding. You understand APIs, logic chains, and data flows without necessarily writing code yourself.
• An AI-first mindset. You actively use AI tools in your daily work and automate tasks before doing them manually. If you can’t point to a concrete example, you’re not truly living “AI-first.”
• Fluency in German (native level) and professional proficiency in English.
• Empathy and strong communication skills. You can explain technical concepts clearly and understand customer needs beyond what is explicitly stated.
• A hacker mindset. You find solutions independently, leverage available tools, and don’t wait for instructions.
• High learning speed. You learn faster than the market evolves. For us, potential matters more than a long track record.

Application Process

We start with getting in touch, followed by one or two interviews (video or on site), and end with a final chat to see if it’s a great fit for both sides.