Job
In this role, you handle technical support requests from B2B partners, analyze API requests and logs, communicate during disruptions, and develop automated workflows to optimize the support process.
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Job technologies
Your role in the team
- Ready to shape the future of Open Finance? At Qwist, we're pioneering how financial data empowers businesses and consumers. As a Customer Support Specialist based in Berlin (or fully remote within the EU), you'll be the primary voice and trusted technical liaison for our B2B partners, fintech clients, and their end users—driving outstanding customer satisfaction and leveraging modern AI automation to continually elevate our support standards.
- Manage and resolve multi-channel B2B support: Triage, investigate, and solve incoming technical support requests via email and enterprise ticketing systems for our partners and end users.
- Lead technical diagnostics: Analyze API requests, inspect application logs, and query monitoring systems (such as Prometheus and Opsgenie) to confidently assist partner developers with integration and runtime queries.
- Drive incident response & partner communications: Act as the Tier-1 front line during operational disruptions, collaborating closely with engineering and platform teams, updating status pages, and delivering timely updates.
- Pioneer support automation: Champion the use of AI tools, automated workflows, and intelligent routing to accelerate ticket triage, eliminate repetitive manual inquiries, and optimize overall response times.
- Own the knowledge ecosystem: Author and maintain comprehensive internal knowledge bases, runbooks, technical troubleshooting guides, and external FAQs to facilitate partner self-service and seamless internal handovers.
Our expectations of you
Qualifications
- Demonstrated confidence and hands-on familiarity utilizing AI tools and automated workflows to streamline ticket handling and process optimization.
- Outstanding communication skills in German (C1), with the ability to conduct technical discussions, and proficiency in English. Fluency in Spanish is a strong plus.
- A proactive, empathetic, and collaborative mindset—composed and methodical under pressure, with a passion for problem-solving.
Experience
- 2+ years of experience in B2B customer support or technical service desk environments, utilizing modern ticketing tools (e.g., Jira Service Management, Zendesk).
- Practical experience with technical diagnostics and observability, including reading application logs, interpreting error codes, and navigating monitoring dashboards (e.g., Prometheus, Grafana, Opsgenie).
What we offer
- Impact & Ownership: An environment where your ownership is valued and strengthened.
- Flexibility: A modern, hybrid working model across our Berlin and Munich locations. We work in a hybrid setup, with a strong focus on teamwork and efficient collaboration.
- Personal growth: We support your development with a personal budget, semi-annual feedback, and clear growth paths.
- Pioneering spirit: Become part of a team with genuine passion for the future of open banking.
Topics you will work on
Job locations
About your employer
Qwist GmbH is an innovative payment institution acting as a banking service provider, offering solutions in the field of open finance and open banking. The company is based in Hamburg, Berlin, and Madrid, serving numerous clients in the financial sector.
- Startup
- Onsite, Hybrid, Full Remote
- Banking, Finance, Insurance
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