Tech Support Engineer (German Speaking)

Requirements

• Professional Experience: Proven track record as a Tech Support Engineer or Solutions Engineer, ideally within a SaaS environment
• Customer Centricity: Demonstrated success working directly with B2B clients, focusing on consulting, problem-solving, and support
• Software Proficiency: A solid understanding of the Software Development Lifecycle (SDLC), including relevant tools and processes
• Agile Mindset: Familiarity with agile principles and the Scrum framework
• Programming Skills: Proficiency in JavaScript is essential
• Web Technologies: Strong command of the fundamentals, including HTTP, HTML, and CSS
• Web Architecture: A deep understanding of modern web applications, specifically regarding security, authentication, sessions, and cookies
• Debugging: Excellent analytical skills, with experience using browser debugging tools and performing performance analysis
• Infrastructure & APIs: Basic knowledge of Linux, along with experience working with relational databases and RESTful APIs
• Version Control: Comfortable using code repositories such as Git or GitLab
• AI Competency: Experience with AI-driven automation techniques and AI-assisted programming
• Languages: Fluently fluent in both German and English (written and spoken), backed by exceptional communication skills
• Soft Skills: A collaborative team player with a healthy dose of curiosity and a natural drive for continuous improvement
• (Desirable) Industry Knowledge: Familiarity with the travel industry and common booking platforms
• (Desirable) Languages: Proficiency in additional European languages—especially Italian—is a significant plus
• (Desirable) Technical Writing: Experience creating technical documentation, such as RFP responses or help center articles
• (Desirable) E-commerce & Finance: Knowledge of e-commerce platforms, payment processing, and accounting workflows
• (Desirable) Marketing Tech: Understanding of SEO best practices and tracking methods (e.g., Google Analytics, Google Tag Manager)
• (Desirable) Accessibility: Familiarity with common web accessibility standards (WCAG)
• (Desirable) Compliance & Security: Solid understanding of information security standards (e.g., ISO 27001) and industry best practices
• (Desirable) IT Management: Experience in IT Service Management (e.g., ITIL certification)

What the job involves

• We are looking for an influential Support Engineer to join our experienced Tech Support team. In this role, you will act as the technical bridge between our Product and Revenue departments, providing expert guidance to our B2B clients in the attractions industry
• Our team delivers 2nd-level support and partners closely with Sales and Success to resolve complex technical challenges, including widget integrations, tracking configurations, and API implementation
• You will be primarily responsible for designing and delivering technical solutions throughout the entire customer lifecycle—from initial sales and onboarding to long-term growth. Reporting to the Tech Support Lead, you will leverage your product expertise, technical background, and strong communication skills to provide precise, high-quality, and timely resolutions
• Your work will directly support bookingkit’s mission to drive revenue and streamline operations for our clients by utilizing agile principles, automation, and AI-driven tools to ensure scalable, top-tier service
• Technical Support for our B2B Clients: You will analyze incoming support requests, performing deep-dive investigations to resolve complex issues. This involves triaging and prioritizing cases according to SLAs and support targets, while designing effective fixes, workarounds, or long-term solutions to clear any customer roadblocks
• Throughout the process, you will ensure clear communication and regular status reporting
• Technical Sales Support: You will serve as a technical advisor for our products and services, providing expert consultation during the sales phase. This includes contributing to RFPs (Requests for Proposals) and joining meetings with prospective clients to address high-level technical inquiries
• Revenue & Onboarding Support: Acting as a technical authority in customer meetings, you will help eliminate 'technical doubt' to accelerate the sales cycle. You will guide mid-market and enterprise clients through the onboarding of critical features and help adapt the product to meet their specific business needs
• Additionally, you will provide the technical foundation for complex solution designs and architectures
• Knowledge Management & Process Optimization: You will play a key role in building and optimizing our AI-driven support infrastructure and maintaining a high-quality technical documentation library
• By sharing customer insights and tracking feature requests, you will provide vital feedback to the Product team. Furthermore, you will actively help shape and refine our technical support processes to ensure scalability and efficiency