Job
In this role, you handle support requests, identify solutions, and potentially develop automations to make the systems used internally more efficient.
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Job technologies
Your role in the team
- When a branch or market team can't get something done in our systems, they come to you. Our teams work across a connected landscape of internal tools, from first customer contact through offer and project planning to installation and invoicing. You find out why: is it a bug, a gap in knowledge, or a missing feature? Then you make sure the right fix happens and you stay on it until the user can work again. What you see in the tickets helps us make these systems easier to use.
- Support branches and market teams in Germany, Australia, Sweden, Denmark, Spain, the Netherlands and Finland, in German and English.
- Diagnose each issue and deliver the appropriate solution: a guide or training for a knowledge gap, a bug report with reproduction steps for Engineering, or a feature request with its use case and impact for Product.
- Where a simple automation closes the gap for a bug or a missing feature, you build it yourself. It goes live after a review with Engineering.
- Use ticket data and the support metrics we agree on (volume by topic, time to resolution, share of repeat requests) to identify where time is being lost and propose changes.
- Improve our support setup: ticket categories, templates, routing and handover rules.
- Write and maintain help articles and run onboarding sessions for new users and new markets.
Our expectations of you
Qualifications
- German and English at C1 level or higher, both written and spoken.
- Good technical understanding of how SaaS tools connect: data fields and objects, user roles and permissions, integrations, APIs and webhooks.
- A structured approach to troubleshooting: you can reproduce an issue, narrow down its cause, and describe it so Engineering can address it without needing to ask follow-up questions.
Experience
- 1 to 2 years of experience in support, customer success, or a similar role. Internships and working student positions count.
- Experience with business software, for example a CRM or ticketing system.
- Experience in training or onboarding others, or in building automations with low-code tools (e.g., n8n, Windmill). Either one is sufficient.
- Experience in a startup or scale-up is a plus.
What we offer
- You are part of an international, dynamic, and highly motivated team of people who have proven to make things happen.
- With your work, you accelerate the energy transition and thus have a direct impact on our climate.
- Work with and learn from other super-smart colleagues.
- You will enjoy direct contact with key decision-makers.
- You will have the best chance of joining one of Europe’s most thriving scale-ups in a full-time role.
- You work remotely (Germany-wide), with offices in Hamburg, Berlin or Munich.
- Create a healthy balance alongside your work and enjoy all the benefits of EGYM Wellpass.
- Benefits and discounts are yours with Futurebens.
- Whether city bike or e-bike - be flexible with our job bike leasing and do something good for the environment at the same time.
Benefits
Work-Life-Integration
Health, fitness & fun
Topics you will work on
Job locations
About your employer
1KOMMA5° GmbH, based in Hamburg, is an advanced company specializing in the development and operation of intelligent energy systems. With over 80 locations in Germany and a team of 3,000 employees, the company aims to transition households to CO2-neutral energy and actively promote the energy transition. The AI-based platform Heartbeat enables efficient control in a virtual power plant.
- Startup
- Onsite, Hybrid, Full Remote
- Power Sector, Economy
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