Customer Support Engineer

Join Our Mission to Fight Climate Change as our Customer Support Engineer

Want to be part of one of Europes fastest growing climate tech startups We are looking for a passionate Customer Support Engineer to play an elementary role in helping us transform every company into a sustainable business with critical responsibility and influence on our product and overall venture development.

In this key role you will be responsible for identifying and driving the resolution of product issues through close collaboration with the tech climate and sales teams while ensuring continuous and uptodate communication with customers.

If you are excited about building an economy where every company creates an impact for a sustainable world and empowering companies to decarbonize and boost their business performance wed love to hear from you!

Tasks

Who you are:

• As a Customer Support Engineer focused on climate action youre wellversed in carbon accounting standards and compliance frameworks.
• Your role involves resolving support tickets troubleshooting issues and ensuring customers smoothly navigate their decarbonization process.
• Your strong problemsolving skills and ability to communicate complex solutions clearly are vital.
• Youre committed to providing timely effective support ensuring a positive customer experience.
• Your passion for climate action drives your dedication to helping customers achieve their sustainability goals making a real impact through technical expertise.
• You are detailoriented with the ability to prioritize and manage multiple tasks simultaneously
• You have the ability to work independently and collaboratively in a fastpaced environment

What you will do:

• Resolve known issues using Knowledge Base articles and other resources like solved customer incidents documentation and WIKIs including root cause analysis offering solutions ensuring customer satisfaction adhering to Support contract SLAs and engaging in continuous learning and knowledge sharing.
• Cover realtime channels (like Intercom) for customer support reporting development errors & contributing to Knowledge Management
• Support the team in continuous improvement projects to increase the Customer Support excellence
• Use your Project Management skills to monitor and track project timelines milestones and deliverables
• Collaborate with the product development team to identify and communicate recurring issues or product enhancements based on customer feedback
• Act as a link between customer facing roles and the tech teams
• Communication of technical information in a clear and understandable manner to both technical and nontechnical users
• Regularly update customers on ticket status product updates enhancements & more
• Collaboration with the our sales product CS & teach teams to create documentation FAQs and knowledge base articles for customer selfservice

Requirements

What were looking for:

• Experience in a B2B SaaS technical support role in a fastpaced startup environment
• Customerfocused attitude with a commitment to delivering highquality support
• Strong troubleshooting and problemsolving skills
• Proven project management skills monitoring progress meeting deadlines and coordinating with crossfunctional teams
• Excellent interpersonal and collaborative communication skills adept at conveying complex topics to diverse audiences
• Ability to call an API and experience working with SQL databases
• Familiar working with support/ticketing systems (e.g. Intercom)
• Technical proficiency and the ability to troubleshoot softwarerelated issues
• You are fluent in German and English
• Familiarity with carbon accounting sustainability or related fields is a plus

Benefits

What we offer:

• Opportunity to work remotely or from our great coworking space in Maschinenraum Berlin with access to innovation events of the German Mittelstand and the startup ecosystem
• Virtual meditation and wellness sessions
• Regular team events and at least 2 offsites per year
• Individual learning & development budget
• The option to participate in our Virtual Stock Option Plan (VSOP) to have direct involvement and impact on Cozeros success
• A strong company culture focused on growth collaboration and fighting climate change
• Participation opportunities in accelerator startup & event programs

We strive to build a diverse inclusive and collaborative workplace and we follow a fair objective and nondiscriminatory recruitment process. All applications will be considered for employment regardless of nationality culture or any other personal characteristics.

The glue that binds us together despite our differences is a common set of values our purpose to transform every company into a lowemission business and our culture that has a growth mindset at its heart. If youre excited about this role we encourage you to apply even if your past experience doesnt perfectly match every requirement in the job description.