Support Engineer (Working Student) - m/f/d

Customer support is where our platform meets the real world. Operating a complex enterprise AI platform means dealing with nuanced technical setups, API integrations, deep compliance and security requirements, and permission architectures across large organizations.

As a **Support Engineer (Working Student)**, your primary mission is to keep our customers unblocked and happy. You will be a daily anchor in our support queue - answering technical questions, troubleshooting edge cases, and resolving customer tickets directly.

Because you are present in the queue every day, you will develop a sharp eye for recurring friction. Alongside daily ticket resolution, you will raise concrete bugs to engineering, contribute to internal documentation, and help refine our AI-driven support tooling over time.

This is a long-term working student role (ideally 12+ months) requiring 20 hours per week, distributed across 5 days (Monday–Friday, ~4 hours/day) 100% on-site in Berlin.

• **Front-Line Customer Support (Primary Focus):** Spend the vast majority of your daily hours in the queue, handling customer tickets end-to-end across model quirks, API integrations, enterprise compliance, billing, and access control.
• **Investigate & Troubleshoot:** Dig into reported issues, reproduce bugs, test potential fixes, and communicate clear, empathetic, and accurate solutions to enterprise users.
• **Raise Issues to Engineering & Product:** Flag recurring user friction, document edge cases with clear reproduction steps, and surface bugs directly to engineering.
• **Improve Support Operations:** Suggest practical tweaks to our support workflow and test internal AI tooling to help resolve routine questions faster.

• You have genuine excitement for front-line support: you take pride in helping customers, write with patience and clarity, and enjoy working through an active ticket queue.
• You can commit to 20 hours per week, distributed across 5 days (Monday–Friday, ~4 hours/day) working 100% on-site from our Berlin office.
• You have strong systems thinking and an analytical drive: you like breaking down tricky technical or operational problems logically and figuring out what's actually happening under the hood.
• You demonstrate high agency and end-to-end ownership: you take responsibility for tickets from start to resolution, diagnosing root causes so the same issues don't keep repeating.
• You have deep curiosity for applied AI and tooling: you love experimenting with new models, automations, and modern tools, and naturally look for ways technology can streamline work.
• Technical or analytical background (plus): currently enrolled in Computer Science, Data Engineering, or a related field, or you have a strong track record of hands-on technical tinkering.
• You communicate clearly and professionally in both German and English.
• You are currently enrolled as a university student, looking for a long-term working student role (ideally 12+ months).
• You are a kind person who cares about the people around you.

• This is a paid role with competitive hourly compensation.