Customer Support Agent Tier 1

Overview

This opportunity is posted for a partner company, which will handle applications and all subsequent hiring steps. The employer is seeking a Tier 1 Customer Support Agent located in Germany.

You will join a remote-first team supporting a leading SaaS product used by a global B2B audience. In this role, you will be the initial contact for customers, resolving technical concerns, helping users navigate the platform, and ensuring they get the best possible value from the service. The position also offers the chance to deepen product knowledge, work closely with Product and Engineering, and help improve the product over time. It is well suited to someone who enjoys troubleshooting, learning continuously, and thriving in a collaborative, fast-moving environment with room to grow.

Responsibilities

• Provide prompt, courteous, and customer-oriented assistance via chat, email, and phone.
• Investigate and resolve technical and functional issues, while guiding users through platform capabilities and common usage problems.
• Develop strong knowledge of the product so you can give accurate answers and help customers use it effectively.
• Create and update documentation, capture solutions, and support the growth of the internal knowledge base.
• Spot software defects, log issues, and work with Product and Engineering to strengthen the customer experience.
• Handle more complex cases by escalating them when needed and maintaining clear updates and follow-through.
• Keep up with feature releases, product changes, and support best practices to improve service quality.
• Explain technical topics in straightforward, user-friendly language.

Requirements

• Experience in SaaS customer support or a technical support environment.
• Strong troubleshooting ability and a genuine motivation to help customers achieve success.
• Advanced command of English, both spoken and written.
• Knowledge of Spanish or Portuguese is a strong plus.
• Familiarity with tools such as Slack, Jira, Intercom, and Confluence, or the ability to learn them quickly.
• Basic HTML knowledge and the ability to interpret technical logs are preferred.
• A background in Computer Science, Engineering, Web Development, or another related technical discipline is an advantage.
• A curious, adaptable mindset with a willingness to keep learning about technologies, products, and industry practices.
• Comfort working independently in a remote-first, fast-paced, collaborative setting.

Perks and Benefits

• Work fully remotely from any location.
• Competitive compensation aligned with experience.
• Permanent, full-time employment.
• Structured onboarding, training, and ongoing mentorship.
• Defined growth paths toward more senior roles.
• English classes and support for professional development.
• Funding for technical certifications and continuous learning.
• An inclusive, collaborative culture that welcomes innovation and fresh ideas.
• An international, remote-first team with flexible work arrangements.

Additional Information

Selection is coordinated by the partner company, and the final hiring decision as well as the next steps, such as interviews or assessments, are handled internally by their team.

Applications are evaluated through an AI-assisted matching process designed to review candidacies quickly, fairly, and against the role’s key requirements. A shortlist is then shared with the hiring company.

Data Privacy Notice

By applying, you consent to the processing of your personal data for candidate evaluation and sharing relevant details with the hiring employer under applicable data protection laws, including GDPR. You may exercise your rights to access, correct, delete, or object to processing at any time.

AI tools may be used to assist with parts of the recruitment workflow, such as reviewing applications, analyzing resumes, or checking responses for inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people.