Junior Product Support Engineer (m/w/d)

Job description

Our division builds and scales zvoove’s newest product lines.

As a Junior Product Support Engineer, you work at the technical interface between customers, L1 Support and our product teams. You investigate complex cases that L1 Support cannot resolve. Together with the product teams, you help fix the root causes permanently.

You learn four products and take on more responsibility as your knowledge grows. Your analysis directly informs product improvements. At Elevate, your work is visible and improvements happen quickly.

Your tasks

Resolve technical support cases

• Own escalated L2/L3 cases across four products, working with customers, L1 Support and Product.
• Analyse logs, data flows and application behaviour using SQL, APIs, AI tools and code-level investigation.
• Resolve issues involving data pipelines, permissions, roles, filters, dashboards, AI chatbots and integrations.

Solve problems structural

• Turn recurring cases into product improvements, preventive measures and clear requirements.
• Maintain Jira Service Management, monitor systems and support agreed response and resolution times.
• Create and maintain knowledge base articles, runbooks and troubleshooting guides.

Enable others

• Train L1 Support teams on new features and known issues.
• Share structured customer feedback and technical findings with Product and Engineering.
• Explain problems, workarounds and solutions clearly to customers and colleagues.

Your profile

• Completed degree in Computer Science, Business Informatics, Software Engineering, Data Science or a related field.
• Initial practical experience through internships, working student roles, personal projects or technical support.
• Basic knowledge of SQL, REST APIs and software integrations.
• Interest in logs, data flows, code reading and systematic troubleshooting.
• Interest in B2B SaaS products and customer-facing technical work.
• Curious, structured and persistent, with an interest in AI-assisted analysis.
• Customer-centric and problem-solving mindset.
• Very good written and spoken German and English, plus strong communication skills.

Your benefits

• Work across AI-powered SaaS and cloud-native products, use modern AI tooling daily, and shape pragmatic infrastructure that helps teams ship faster and more safely
• Collaboration in an empathetic, appreciative team with room to contribute ideas and take ownership
• Individual development opportunities, structured onboarding, and interdisciplinary collaboration
• Flexible working models including hybrid work, home office, and mobile working
• A modern tech environment and agile ways of working
• Additional benefits such as pension plans, health offers, and employee discounts

I look forward to receiving your application