Job
- Level
- Experienced
- Location
- Berlin
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- 40.000 to 50.000€ gross/year
Job Summary
In this role, you will diagnose and resolve technical issues, particularly with firmware updates and connectivity problems, while providing clear documentation to enhance our support team's efficiency and customer satisfaction.
Job Technologies
Your role in the team
- Diagnosing and resolving technical cases: failed firmware (OTA) updates, WiFi and LTE connectivity issues, app pairing, Spotify integration.
- Deciding whether a device can be fixed remotely or needs replacement, and owning the replacement process.
- Escalating reproducible bugs to our engineering team with clean, structured documentation they can act on directly.
- Responding to tickets in our helpdesk in German and English, friendly, clear, and in the informal tone parents know us for.
- Maintaining and expanding our Help Center and reply templates so Level 1 and our AI-assisted drafts keep getting better.
- Working with AI tools that pre-draft replies, your job is increasingly to review, improve, and solve the hard cases, not type on an assembly line.
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Our expectations of you
Qualifications
- Genuine technical depth: you troubleshoot systematically and can explain technology in a way stressed parents understand.
- Very good written and spoken-level German and English.
- A self-directed, structured way of working. We have short paths and lots of ownership.
Experience
- Experience in technical customer support (Level 2 or comparable), ideally with hardware or IoT products.
- Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar).
- Bonus: Erfahrung mit Firmware/OTA-Themen, Bluetooth/WiFi-Diagnose oder Produkten für Kinder und Familien.
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What we offer
- A product you can stand behind. Parents love it, and so do kids.
- Direct impact: your support insights feed straight into product and engineering decisions.
- Modern tooling and AI-assisted workflows.
- Hybrid work: a mix of home office and our Berlin or Düsseldorf office.
- Salary: €40,000-€50,000.
- Further benefits: lunch allowance, and of course, your own NODI Flip.
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Topics You Will Work On
Job Locations
About Your Employer
NoDi GmbH
NoDi GmbH, based in Berlin, specializes in the development and distribution of consumer electronics and software solutions. Its main focus is on electronic products for children, particularly the NODI Flip, a screen-free audio device. The company provides innovative digital services that bring music and stories closer to children without placing them in front of a screen.
Description
- Company Type
- Startup
- Working Model
- Hybrid, Onsite
- Industry
- Electronics, Automatization
Technical Customer Support Specialist Level 2
- Salary
- 40.000 to 50.000€ gross/yearEstimated net salary based on the gross salary in the job ad using tax class I.26.893 to 32.337 € net/year · Tax class I
- Location
- Berlin
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
