Senior Customer Support Engineer

About This Opportunity

Our talent team is representing a confidential infrastructure technology client seeking a Senior Customer Support Engineer in Germany or the UK. This is a unique role combining deep technical problem-solving with customer advocacy, working on cutting-edge web and AI platforms used by millions of developers worldwide.

You'll resolve complex technical cases, build internal tooling, and specialize in emerging product domains while partnering across engineering, product, and customer success teams. This position suits engineers who enjoy investigation, communication, and creating scalable solutions to recurring challenges.

The role includes hybrid working arrangements with office anchor days if you're near major tech hubs, or fully remote if you're located elsewhere in the region.

Responsibilities

• Resolve technically complex support cases for enterprise and developer customers
• Troubleshoot issues collaboratively with engineering teams to identify root causes and drive fixes
• Develop and maintain internal tools, scripts, and automation to increase team efficiency
• Specialize in AI-powered product areas and serve as a domain expert within the support organization
• Create and improve documentation, runbooks, and internal processes
• Partner with product, solutions, and customer success on technical guidance and escalations
• Participate in scheduled on-call rotations covering weekends and holidays as part of global coverage
• Mentor team members through example and constructive feedback

What We're Looking For

• Hands-on experience with modern web development platforms and AI tooling
• Practical development and architecture experience building LLM-powered applications, web services, or production web applications
• Prior customer support experience in a technical role, including troubleshooting complex cases and writing clear solutions
• Strong engineering mindset focused on solving root causes rather than surface symptoms
• Exceptional written and verbal communication skills with ability to explain complex systems clearly to diverse audiences
• Comfort working in fully remote, globally distributed team environments
• Willingness to participate in weekend and holiday on-call rotation (scheduled in advance)
• Passion for delivering outstanding customer experiences
• Frontend development experience with React or similar frameworks (bonus)
• Technical writing experience for developer documentation (bonus)
• Experience with workflow automation and agentic services (bonus)

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your background and conduct an initial screening conversation. If there's a strong match, we'll submit your profile to our client for consideration. We coordinate the interview process and provide guidance throughout.

Please apply only through Get A Job.ai—direct contact with the client is not appropriate during the recruitment process.

Pay

Compensation details will be discussed during the screening process and vary based on location and experience level.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We welcome applications from candidates of all backgrounds and work with clients who share our commitment to building diverse teams.