Support Engineer (m/f/d) - Berlin, Remote

Job description

We are looking for a Support Engineer, who will help us improve the most advanced content management system worldwide.

We at GraphCMS are the leading innovator in the field of content management. By having solved the multi-device challenge with the most flexible APIs out there, our team of SaaS-experts and GraphQL early adopters is continuing to push the boundaries of the industry. As the first user-centric headless CMS, GraphCMS is a centralized content hub not only for editorial content, but also for user generated and artificially created content.


Support Engineers are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies. Situated between customer success and product, the support team mainly manages GraphCMS-related issues that have impact on product usage and project development. Through ticket-based assistance they identify and research GraphCMS-related issues that users experience, and then troubleshoot and help resolve those issues. By providing this assistance, and escalating issues when necessary to our Engineering and product team, our Support Engineer gives our customers confidence that their needs are represented and addressed. Many large customers rely on GraphCMS to power their public websites, mobile apps, and other mission-critical parts of their business, thus the the role plays a vital role in enabling their success in doing so.


At GraphCMS Customer Support Engineers are members of GraphCMS’s Customer Support Team. A spirited group - we keep things light-hearted while also solving difficult customer situations and creating new internal processes. Intellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the “why” and not just the “what.” We practice empathy and the art of anticipating customer needs.


The ideal candidate will have IT development experience. Knows or is familiar with JavaScript and GraphQL (familiarity with other languages and technologies is a plus); Fundamental understanding of what APIs are; customer support experience; and an appetite for high-growth, rapidly-changing environments. This is an exciting opportunity to work in a successful and growing modern SaaS start-up.


RESPONSIBILITIES

  • Maintain oversight of customer support activities on different channels (including email, Slack & Intercom ) and answer support requests
  • Advise our customers on how to have the best possible experience on our platform and strive to make a connection with them
  • Be the bridge between our team and customer feedback in order to actively drive improvements when it comes to our customers' experience and internal processes
  • Collaborate directly with our Developer/Product Team to help ensure fast problem solutions
  • Collaborate directly with our Customer Success Team to ensure the customers happiness
  • Stay informed on product changes and rapidly learn information about the product to ensure the delivery of updated information

Requirements

YOUR PROFILE

  • IT-relevant degree (university or university of applied sciences) 
  • A track record of getting things done in an environment that combines collaboration and individual responsibility
  • You are a good communicator and enjoy helping people, because of you customer-focused attitude
  • Software development experience in one or more of our supported languages is a plus
  • Experience working with APIs and API-based SaaS integrations
  • A good understanding of how web applications and mobile apps are built and work
  • Strong problem-solving skills
  • Ability to clearly explain concepts and produce example code that complements your explanation
  • Ability to monitor logs and process them to aggregate/analyze data
  • Excellent German and English communication skills, both verbal and written
  • Previous experience in a Support role
  • Experience and Familiarity with support tools i.e Intercom

BENEFITS

  • Join an innovative, fast-growing tech company as we help drive the evolution of digital experiences to become ever-more ubiquitous and interactive
  • Shape the future of GraphCMS: help us establish, scale, and improve our team’s processes
  • We offer an education budget and we support your personal growth
  • Be set up for success, equipped with the latest and greatest hardware
  • Dynamic workplace environment
  • Competitive Salaries
  • Flexible Work Hours