Technical Support Engineer (m/f/x)

About this role

Locations: Berlin, Stuttgart, Munich or remote (EU)
Full-time
(Remote/Hybrid/Onsite)
Who You’ll Work For:
At Makersite, we're pioneering the future of sustainable product development and digital collaboration. As a leading platform for product lifecycle management (PLM), we empower companies to make smarter, more sustainable decisions across their entire supply chain. Our cutting-edge software enables teams to design, prototype, and manufacture with transparency, efficiency, and responsibility—reducing environmental impact while optimizing performance.
We're a fast-growing, innovative company that thrives on creativity, collaboration, and continuous learning. If you're passionate about technology, sustainability, and creating meaningful impact, we’d love to hear from you. Join us and be a part of shaping the future of manufacturing and product innovation.
Who we're looking for:
As part of our growing team, you will play a key role in shaping the future of sustainable product development. We’re looking for innovative, driven Customer Support Engineers who are passionate about technology and sustainability to join us in building tools that enable companies to make smarter, more responsible decisions. In this role, you’ll have the opportunity to collaborate with talented professionals, contribute to cutting-edge projects, and help drive the digital transformation of industries worldwide. If you're ready to make an impact and contribute to meaningful change, we want to hear from you!
This role is a fixed, permanent position. All successful applicants will receive a permanent employment contract regardless of location.
The role:

•
Ticket Handling & Escalation
- Investigate and troubleshoot complex customer-reported issues.
- Replicate issues in test environments when needed.
- Escalate unresolved issues to L3 support or engineering with detailed

analysis.

- Maintain ownership of escalated tickets until resolution and follow up

with customers.

•
Technical Expertise & Troubleshooting- Analyze logs, databases, API calls, and system performance to diagnose

issues.

- Guide customers through advanced configurations or troubleshooting

steps.

•
Communication & Collaboration- Work closely with Customer Success, Engineering, and Product teams to

resolve issues.

- Provide technical explanations and root cause analysis to both customers
and internal stakeholders.
- Document solutions and troubleshooting steps in the knowledge base.

•
Process Improvement & Documentation- Identify recurring issues and suggest fixes or product improvements.
- Update internal and customer-facing documentation with best practices

and solutions.

- Contribute to automation and self-service resources to reduce ticket

volume.

•
Customer Interaction & Satisfaction- Provide timely and professional responses to technical inquiries.
- Ensure customer issues are resolved within SLAs and escalate proactively

if delays occur.

Requirements

•
Experience:

• Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment.

• Experience supporting SaaS platforms with exposure to application troubleshooting, APIs, integrations, and cloud-based environments.

• Experience working with ticketing and incident management systems (e.g., Zendesk, Jira, ServiceNow).

•
Technical Proficiency:

• APIs & Integrations: Strong understanding of REST APIs, API troubleshooting, and experience using tools such as Postman and cURL to test, analyse, and diagnose API-related issues.

• Logging & Monitoring: Experience working with logging and monitoring tools such as Grafana to investigate system behaviour, analyse errors, and support incident resolution.

• Databases: Basic understanding of database concepts and ability to perform SQL queries (e.g., OrientDB or similar) to investigate and troubleshoot data-related issues.

• Cloud & Infrastructure: Familiarity with cloud environments such as Amazon Web Services (AWS) and understanding of application environments and deployments.

• Development & Debugging: Basic understanding of full-stack concepts, with familiarity in Python or similar programming languages considered advantageous.

• Identity & Security: Understanding of CIAM/IAM concepts and tools such as Auth0, Okta, Azure AD, Amazon Cognito, or similar platforms. Knowledge of authentication, authorisation, and MFA security principles is beneficial.

• Release & Feature Management: Exposure to feature flagging and release management tools such as LaunchDarkly, Split, Unleash, or similar solutions.

•
Knowledge:

• Strong understanding of SaaS solutions, particularly within complex B2B environments.

• Understanding of software development processes, application lifecycle management, and production support practices.

• Awareness of security, compliance, and data protection standards such as GDPR and ISO 27001.

• Experience working with external customer data and understanding data handling considerations.

Communication Skills:

• Excellent English proficiency (mother tongue level preferred), with strong written and verbal communication skills.

• Ability to explain technical concepts and solutions clearly to both technical and non-technical users.

• Strong customer-focused mindset with patience, empathy, and the ability to manage customer expectations effectively.

Problem Solving & Troubleshooting:

• Strong analytical skills with the ability to diagnose and resolve complex technical issues.

• Ability to investigate incidents through log analysis, debugging outputs, API testing, and system behaviour analysis.

• Ability to reproduce issues in test environments and collaborate with internal teams to identify root causes and solutions.

Collaboration & Documentation:

• Experience collaborating with engineering, product, and development teams to resolve escalated technical issues.

• Ability to document troubleshooting processes, technical solutions, and known issues.

• Experience contributing to…