Customer Support Engineer at Clera — Munich, Germany

About The Role

ABOUT THE ROLE

This is a technical, customer-facing role at an early-stage B2B AI SaaS company building automation software for sales workflows in distribution and manufacturing. You will own production issue resolution end-to-end, sitting at the intersection of engineering, product, and customers, and will directly shape how support scales as the company grows.

WHAT YOU'LL DO

Investigate and reproduce production issues across the product, data layer, integrations, and workflows.
Dive into logs, databases, customer examples, and the codebase to identify root causes and fix issues directly where possible.
Communicate clearly with customers throughout the resolution process to ensure they feel informed and supported.
Design and deploy AI agents that automate customer interactions and accelerate issue resolution.
Operate and manage AI agent teams that assist investigation and escalate when core engineering input is needed.
Write clear technical escalation notes, including reproduction steps and supporting data.
Document recurring issues, build internal playbooks, and propose product or process improvements.
Collaborate closely in person with engineering and product teams to shape support operations.

WHAT WE'RE LOOKING FOR

At least 1 year of full-stack software engineering experience delivering production code.
Hands-on experience with React, TypeScript, Python, and PostgreSQL.
Ability to debug independently across logs, databases, APIs, and unfamiliar codebases.
Comfort with customer-facing technical work and full ownership of resolution from investigation through fix.
Structured, reliable, and people-oriented approach to support.
German proficiency at B2 level or above, plus strong English for international collaboration.
Based in Munich or willing to relocate for on-site collaboration.
Experience designing or deploying AI agents for support automation is a plus.