Customer Support Engineer

Responsibilities

• Debug real customer problems by investigating production issues across product, data, integrations, and workflows
• Dive deep into logs, databases, customer examples, and the codebase to identify root causes
• Communicate directly with users to understand and resolve their technical problems
• Design and deploy AI agents to automate customer interactions and issue resolution
• Document recurring issues and build internal playbooks to improve engineering workflows
• Provide detailed technical write-ups for issues requiring escalation to core engineering

Requirements

• At least 1 year of experience in full-stack software engineering
• Proficiency in React, TypeScript, Python, and Postgres
• Experience shipping production code and debugging in live environments
• Ability to debug independently across logs, databases, and APIs
• German language proficiency at B2 level or above
• Strong English communication skills
• Based in Munich or willing to relocate to Munich for in-person work

Preferred Qualifications

• Experience with AI agent deployment or automation
• Background in managing complex technical integrations

About the Company

Mercura (YC W25) automates back-office workflows for massive real-world industries like construction and utilities. By turning messy technical requests into accurate quotes, Mercura helps traditional industries move at software speed.