Technical Solutions / Support Manager

About Working at envelio

Too easy is boring! Together, we have the mission to drive the energy transition. We love what we do, and no topic is too big for us. We take responsibility for our work and grow with every new task. In short: Own it, love it, grow with it.

We are a down-to-earth team of coffee and mate lovers. Our geek humor results in a ritualistic use of emojis and the encyclopedic exploration of useless knowledge. More than 200 envelians from over 20 different nationalities are already on board. Come join us and grow with us!

Your Role

At envelio, Customer Success is a key element of our corporate philosophy. With our product, the Intelligent Grid Platform (IGP), we want to create and maximize customer value.

As a Technical Solutions / Support Manager, you are the central point of contact for technical and data-driven support requests. You connect the perspective of our customers with a deep understanding of the data model, data flows, integration logic, and the associated effects for our customers in the use of our software. This way, you ensure that data-related & complex requests are answered quickly and holistically, and that internal implementation experts are deployed specifically where real development work is needed.

How You Make an Impact

• As a member of our Support Team, you will handle support requests end-to-end, with a special focus on data-relevant topics (data model, data quality, import/sync understanding, interfaces) as well as on classifying system behavior and result logic (e.g., expected vs. unexpected behavior).
• You are the interface to the Customer Implementation and Engineering Team, clarifying requirements beforehand, reducing follow-up questions, and ensuring complete request processing.
• You analyze and explain differences between system components (e.g., API vs. UI, different modules) and help customers to classify them correctly.
• You take on deeper technical analyses than classic support, e.g., by systematically tracing data flows, plausibility checks in connection with the given features and limitations.
• This includes structured debugging, working with incomplete information, and hypothesis formation and validation.
• You support customers with advice on data and integration issues and find pragmatic solutions.
• You understand the IGP data model at a level that allows you to classify and answer customer questions about data logic.
• You work in our CRM and ticketing system, prioritize, document cleanly, and ensure reliable and binding communication with customers.
• You also work with our Product Team to identify and sustainably solve recurring topics and identify systematic patterns in support requests to reduce them sustainably.
• You help to improve support processes by transferring recurring topics into FAQs, runbooks, and troubleshooting guides with the clear goal of actively reducing recurring requests through documentation, standardization, and better explainability.
• You build internal knowledge and share it proactively (e.g., training, office hours, knowledge base articles).

Your Profile

Perfection is a myth – we are interested in how you think, work, and take responsibility. The following points give you guidance. What matters more to us is how well you fit the role and our team.

• You have completed a degree or apprenticeship in business, computer science, or a comparable field – or you bring the necessary knowledge through other means.
• You have a solid technical understanding and can explain complex contexts in a way that is tangible to others – including system behavior and interactions between components.
• You enjoy working with data and are not afraid to dive deeper – SQL is not a foreign word to you, but a tool.
• You have experience in B2B customer support (ideally in the SaaS environment) and know how to discuss even demanding topics clearly and confidently with customers.
• You work in a structured manner – regardless of how complex the issues and requirements are – form hypotheses and check them systematically (including debugging with incomplete information).
• You take ownership and have the ambition to make things sustainably better: If you take on a topic, you see it through – even if it gets complex or involves multiple teams.
• You work proactively: You don't wait for the next ticket, but recognize patterns, ask questions, initiate improvements, and implement them.
• You are not afraid of new topics: Unclear data flows, unknown systems, or complex setups are not an obstacle for you, but an incentive.
• You communicate confidently in German and English (C1) – both written and spoken.

Nice to have

• Experience with data integrations (e.g., ETL/ELT, APIs, interfaces, data quality checks)
• Basic understanding of the network / energy industry or interest in quickly familiarizing yourself with the domain
• Experience collaborating with engineering or product teams
• Experience in debugging complex systems or working with distributed systems (e.g., multiple services, APIs, data sources)

Your Benefits

• Flexible work location within Germany: hybrid, from home, or in our beautiful office in Cologne
• Option for mobile work from abroad (up to three months per year from anywhere in the EU or the USA)
• State-of-the-art technology and modern tech stack
• Very good hardware equipment (16-inch MacBooks, 2 screens at your workstation)
• Support for your health with the Urban Sports Club cooperation
• Flexible use of a monthly mobility budget (e.g., Jobrad, public transport)
• Time and budget for individual growth
• Optional company pension plan
• Regular company and team events

About Us

Intelligent grids for a sustainable future worldwide – that is our vision! That's why we are creating the digital center for the future of electricity grid operation: The Intelligent Grid Platform (IGP). The IGP forms the core of our SaaS solution. Our goal is to make the IGP and envelio 1% better every day. Join the envelio team and contribute to the energy transition with your work.

As a remote-first company, we let you decide how much you want to work remotely – from 0% to 100%. Whether you live in Cologne or Aachen, Bonn or Berlin, Munich or Castrop-Rauxel; the main thing is that you have internet! You can also work from abroad for up to three months a year. Since 2017, we have built a diverse international team, with English as the company language.