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Customer Support Engineer

Mercura· Engineering
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Hybrid (Munich)€0Full-timePosted 2mo ago

About the role

Mercura is hiring its first Customer Support Engineer to own end-to-end technical customer resolution, debugging production issues, and driving AI-enabled support automation in a fast-growing YC-backed startup. Based in Munich or willing to relocate, with German at least B2 and English for international collaboration.

Responsibilities

  • Debug real customer problems: Investigate production issues across product, data, integrations, and workflows; dive into logs, databases, customer examples, and codebase to understand root causes.
  • Be super close to our customers: Talk directly to users, understand their problems, explain what is happening, and ensure they feel taken care of.
  • Drive customer support automation: Design AI agents that handle real customer interactions and resolve issues faster than humans, with clear handoff triggers.
  • Make engineering faster: Deploy and manage AI agent teams to investigate and resolve customer issues; escalate with clear technical write-ups when needed.
  • Turn repeated problems into better systems: Document recurring issues, improve workflows, build internal playbooks, and guide product/engineering improvements to address root causes.

Qualifications

  • At least 1 year of experience in full-stack software engineering (React, Typescript, Python, Postgres)
  • Shipped production code and understands software behavior outside development environments
  • Able to debug independently across logs, databases, APIs, and unfamiliar code
  • Enjoys customer-facing work and talking to users to understand what matters
  • Structured, reliable, and people-oriented
  • German at B2 level or above is required; strong English for international collaboration
  • Based in Munich or willing to relocate; in-person collaboration preferred

Skills

Required:Full-stack software engineeringProduction debuggingCustomer communication

Benefits

  • Ownership and upside: real shares in the company with voting rights
  • In-person early-stage team environment with founders and cross-functional teammates
  • Opportunities to work closely with product and engineering
  • Impactful work in a high-growth setting against a massive, real-world market
Last updated Sep 16, 2026. Interested? Apply on the company site.
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About Mercura

AI Quote and Order Automation for Distributors & Manufacturers

Mercura automates quotes and orders for distributors & manufacturers in the construction supply chain. Our software lets sales teams process requests in minutes instead of days. By eliminating repetitive back-office tasks, we help sales reps focus on winning more deals and driving revenue.

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