Technical Customer Support Engineer (m/f/d)

We are Procure Ai, a market leader in bringing artificial intelligence and automation to the procurement process with the goal to unlock massive savings for our clients by having a high-value procurement function. We are a team of experienced tech and business professionals, based in Germany, UK and France. While we enjoy collaborating remotely most of the time (and so should you), we come together for regular team offsites in Europe. We are now recruiting for a motivated Technical Customer Support Engineer (m/f/d) for further growth to join our team, ideally in the Hamburg area, where we will open a tech hub soon.

As a Technical Customer Support Engineer (m/f/d), you will play a crucial role in ensuring our software products meet and exceed customer expectations. Your primary responsibilities will include, diagnosing and resolving software issues, contributing to development projects and responding to customer inquiries via intercom. You will work closely with our senior engineers and product team to enhance the user experience and improve our product offerings.

Key Responsibilities:

• Customer Interaction: Promptly and professionally respond to customer emails, addressing their questions and concerns related to our software products.
• Bug Diagnosis: Investigate and diagnose software issues reported by customers or identified through internal testing. Analyse logs, error messages, and code to determine the root cause.
• Bug Fixing: Develop, test, and deploy fixes for identified bugs. Ensure that solutions are effective and do not introduce new issues.
• Documentation: Maintain clear and detailed documentation of issues, solutions, and development processes to facilitate knowledge sharing and future reference.
• Development Work: Assist in the development of new features and enhancements to existing products. Participate in code reviews, testing, and documentation.
• Collaboration: Work collaboratively with the product, design, and senior engineering teams to ensure a seamless integration of new features and bug fixes.
• Continuous Learning: Stay up-to-date with emerging software development technologies and trends. Actively seek opportunities to improve your technical skills and contribute to the team’s knowledge base.

• Bachelor’s degree in Computer Science, Software Engineering, or a related field, or equivalent practical experience (ideally from dual studies).
• Proficiency in at least one programming language (e.g., Python, Java, JavaScript, etc.).
• Basic understanding of software development methodologies and version control systems (e.g., Git).
• Familiarity with debugging tools and techniques is a plus.
• Previous experience in a customer-facing role or technical support is a plus but not required.
• Excellent written and verbal communication skills in German & English.
• Strong problem-solving skills and attention to detail.
• Ability to work independently as well as part of a team.
• Proficiency in TypeScript, React, Node.js, and SQL is an advantage.
• Experience working in an agile environment, ideally with SCRUM methodology.
• Based in Hamburg preferred, but not required.
• Willingness to travel.

• Opportunities for professional growth and development.
• A competitive compensation package.
• 30 days of vacation and up to 2 months of work from anywhere.
• Regular team offsites within Europe to foster collaboration and team spirit.
• A diverse and inclusive workplace where we value diversity and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.