Offer summary

Qualifications:

Experience in B2B SaaS technical support, Proficient with APIs and SQL databases, Excellent troubleshooting and problem-solving skills, Fluency in German and English.

Key responsabilities:

Resolve support tickets and customer issues

Collaborate with product development team on feedback

Job description

Join our mission to fight climate change as our Customer Success Engineer

Want to be part of one of Europe's fastest growing climate tech startups? We are looking for a passionate Customer Success 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 customer success teams, while ensuring continuous and up-to-date 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, we’d love to hear from you!

If you want to find out more about Cozero and our approach to hiring, check out this page.

Who you are:

You like using your technical skills in a product-minded way to problem-solve and communicate complex solutions clearly
You're committed to using your technical expertise to provide 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 detail-oriented with the ability to prioritize and manage multiple tasks simultaneously
You enjoy working independently and collaboratively in a fast-paced 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.
Resolve support tickets, troubleshooting issues, and ensuring customers smoothly navigate their decarbonization process, regularly updating them on ticket status, product updates, enhancements & more
Cover real-time channels (like Intercom) for customer support, reporting development errors & contributing to Knowledge Management
Build scalable support processes and creating documentation, FAQs, and knowledge base articles for customer self-service in collaboration with the our sales, product, CS & teach teams 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 Product & Tech teams, communicating technical information in a clear and understandable manner to both technical and non-technical users

What we’re looking for:

Experience in a B2B SaaS technical support role in a fast-paced startup environment
Customer-focused attitude with a commitment to delivering high-quality support
Strong troubleshooting and problem-solving skills
Proven project management skills - monitoring progress, meeting deadlines and coordinating with cross-functional teams
Excellent interpersonal and collaborative communication skills, adept at conveying complex topics to diverse audiences
You are fluent in German and English
Bonus if you have familiarity with carbon accounting, sustainability, or related fields

Technical Requirements:

Ability to work with APIs and integrate them into workflows
Usage of No-code tools (e.g. Zapier, Retool) to connect databases, APIs and frontend tools to automate workflows
Experience working with SQL databases
Familiar working with support/ticketing systems (e.g. Intercom)
Technical proficiency and the ability to troubleshoot software-related issues
Proficient in programming languages (e.g. Python) a bonus

What we offer:

Participation in our VSOP pool so that you can participate in the financial success of the company
27 vacation days per year + National holidays
Monthly budget 100 EUR on coworking or work from our office in Machinenraum.
Frequent team events and at least 2 offsites per year
500 EUR annual learning & development budget
A one time 500 EUR home-office equipment stipend
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 non-discriminatory recruitment process. All applications will be considered for employment regardless of nationality, culture, or any other personal characteristics.

If you require any accommodations or adjustments during our recruitment process to ensure equitable participation, please don't hesitate to let us know. Your comfort and accessibility are important to us.

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