Customer Support Engineer

About Makersite

At Makersite, we’re transforming the future of sustainable product development and digital collaboration. Our Product Lifecycle Management (PLM) platform empowers companies to make smarter, more sustainable decisions across their entire supply chain.

By combining cutting-edge technology with data-driven insights, we enable organizations to design, prototype, and manufacture products with greater transparency, efficiency, and environmental responsibility. As a fast-growing technology company, we foster a culture of innovation, collaboration, and continuous learning, giving our employees the opportunity to make a meaningful impact on the future of manufacturing.

About the Role

We’re looking for a Customer Support Engineer to join our growing team and help deliver exceptional technical support for our enterprise SaaS platform. In this role, you’ll investigate complex customer issues, collaborate closely with Engineering, Product, and Customer Success teams, and contribute to continuous improvements across our platform and support processes.

This is a permanent, full-time position. All successful candidates will receive a permanent employment contract, regardless of location.

What You’ll Do

Ticket Handling & Escalation

• Investigate and troubleshoot complex customer-reported technical issues.
• Reproduce issues in test environments to support root cause analysis.
• Escalate unresolved issues to Level 3 Support or Engineering with detailed technical findings.
• Maintain ownership of escalated tickets through to successful resolution and proactively communicate updates to customers.

Technical Troubleshooting

• Analyse application logs, databases, API requests, and system performance to diagnose issues.
• Guide customers through advanced troubleshooting steps and technical configurations.

Collaboration & Communication

• Partner with Customer Success, Engineering, and Product teams to resolve technical challenges.
• Provide clear technical explanations, root cause analysis, and solution recommendations to both customers and internal stakeholders.
• Document troubleshooting procedures and resolutions within the internal knowledge base.

Process Improvement

• Identify recurring issues and recommend product improvements or process enhancements.
• Maintain customer-facing and internal documentation with best practices and technical guidance.
• Contribute to automation initiatives and self-service resources to improve the customer experience.

Customer Success

• Deliver timely, professional responses to customer technical inquiries.
• Ensure support requests are resolved within agreed service levels and proactively communicate potential delays.

What You’ll Bring

• Experience: Minimum of 3 years supporting complex B2B SaaS applications in a technical support environment.
• SaaS Platforms: Experience troubleshooting enterprise applications, APIs, integrations, and cloud-based environments.
• Support Tools: Experience using ticketing and incident management platforms such as Zendesk, Jira, or ServiceNow.

Technical Skills

• APIs & Integrations: Strong understanding of REST APIs with hands-on experience using tools such as Postman and cURL for testing and troubleshooting.
• Logging & Monitoring: Experience analysing application behaviour using monitoring tools such as Grafana.
• Databases: Basic SQL knowledge with the ability to investigate application data issues using databases such as OrientDB or similar technologies.
• Cloud Platforms: Familiarity with AWS and cloud-based application environments.
• Development: Basic understanding of full-stack application development; experience with Python or similar languages is an advantage.
• Identity & Security: Knowledge of CIAM/IAM solutions including Auth0, Okta, Azure AD, Amazon Cognito, or similar platforms, along with authentication and MFA concepts.
• Release Management: Exposure to feature flagging and release management tools such as LaunchDarkly, Split, Unleash, or comparable platforms.

Knowledge & Expertise

• Strong understanding of enterprise SaaS solutions and production support practices.
• Knowledge of software development lifecycles and application lifecycle management.
• Awareness of security, compliance, and data protection standards including GDPR and ISO 27001.
• Experience handling customer data responsibly within secure environments.

Communication & Problem Solving

• Excellent written and spoken English communication skills.
• Ability to explain complex technical concepts to both technical and non-technical audiences.
• Strong customer-first mindset with excellent analytical and troubleshooting skills.
• Experience investigating issues through log analysis, API testing, debugging, and system behaviour analysis.
• Ability to reproduce technical issues, identify root causes, and collaborate effectively with engineering teams.
• Experience documenting solutions, maintaining knowledge bases, and sharing technical best practices.

What We Offer

• Competitive salary that reflects your experience and expertise.
• 30 days of paid annual leave to support a healthy work-life balance.
• Remote-first working with the flexibility to work anywhere within the EU and optional collaboration from our Stuttgart or Berlin offices (role dependent).
• Generous learning and development budget to support your professional growth.
• Your choice of equipment with Apple or Microsoft hardware to suit your preferences.

Why Join Makersite?

• Purpose-driven work that helps companies build more sustainable products and supply chains.
• Collaborative international culture built on openness, transparency, and mutual respect.
• Flexible work-life balance in a remote-first environment that values trust and autonomy.
• Meaningful impact by working with globally recognized customers driving sustainable innovation.
• Long-term stability combined with ambitious growth and continuous innovation.

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