Customer Support Engineer

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Makersite

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

☁️ SaaS

🤖 Artificial Intelligence

📋 Compliance

SaaS • Artificial Intelligence • Compliance

Makersite is an award-winning data software company that specializes in providing sustainability data and product lifecycle intelligence solutions. The company empowers engineers, procurement teams, and sustainability experts to transform products and supply chains by making sustainable product decisions at scale. Makersite integrates artificial intelligence, data, and applications to offer features like automated lifecycle assessments, supply chain risk management, and AI-enabled ecodesign. Their platform facilitates compliance with global reporting obligations and enhances supply chain transparency, enabling organizations to achieve sustainability goals such as reducing carbon footprints and building resilient supply chains. Makersite is ideal for companies looking to manage product sustainability, compliance, and cost effectively using data-driven decision-making.

📋 Description

• Investigate and troubleshoot complex customer-reported issues. • Replicate issues in test environments when needed. • Escalate unresolved issues to L3 support or engineering with detailed analysis. • Maintain ownership of escalated tickets until resolution and follow up with customers. • Analyze logs, databases, API calls, and system performance to diagnose issues. • Guide customers through advanced configurations or troubleshooting steps. • Work closely with Customer Success, Engineering, and Product teams to resolve issues. • Provide technical explanations and root cause analysis to both customers and internal stakeholders. • Document solutions and troubleshooting steps in the knowledge base. • Identify recurring issues and suggest fixes or product improvements. • Update internal and customer-facing documentation with best practices and solutions. • Contribute to automation and self-service resources to reduce ticket volume. • Provide timely and professional responses to technical inquiries. • Ensure customer issues are resolved within SLAs and escalate proactively if delays occur.

🎯 Requirements

• Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment. • Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow). • Logging & Monitoring: Experience with tools like Grafana, Splunk, Datadog, or New Relic. • Databases: Basic SQL querying (e.g. OrientDB). • Familiarity with Python is a plus. • Strong understanding of SaaS solutions, particularly in the context of product supply chain and sustainable development. • Excellent English proficiency (mother tongue), with strong written and verbal communication skills. • Customer-focused mindset with patience and empathy. • Strong analytical skills to diagnose and resolve complex technical issues. • Ability to replicate issues in test environments and analyze logs/debugging outputs. • Experience working with engineering and product teams to resolve escalated issues. • Ability to document troubleshooting steps and update internal knowledge bases.

🏖️ Benefits

• Competitive Salary – We reward your skills and experience with a compensation package that reflects your value. • 30 Days Paid Time Off – Take the time you need to recharge and maintain a healthy work-life balance. • Remote-First Flexibility – Work from anywhere in the EU, with the option to collaborate in person at our offices in Stuttgart, Berlin (role dependent). • Generous Learning & Development Budget – We invest in your growth, providing ample resources for personal and professional development. • Choose Your Ideal Work Equipment – Whether you prefer Apple or Microsoft, we’ll equip you with the tools you need to excel. • Purpose-Driven Work – Build something meaningful. Here, you’re not just creating another app; you’re contributing to a transformative vision that you can be proud of. • Great Colleagues – Join a team that’s open, transparent, and international. We value inclusivity and foster a culture of collaboration and mutual respect. • Work-Life Balance – As a remote-first company, we trust you to do your best work, your way. You have the flexibility to work when it suits you, ensuring a healthy balance between personal and professional life. • Pride in Impact – We're already making a significant difference with global, well-known customers who share our vision. Be part of something that matters. • Stability with Ambition – With realistic growth plans, we’re committed to changing the way things are made—without sacrificing our ambitious goals for innovation and impact.