SaaS Customer Support Specialist (EMEA)

Who We Are

OptiSigns is on a mission to become the world’s #1 digital-signage platform. We already serve 30,500 customers and have grown 125 % YoY for the past three years. Our Munich hub is the launch-pad for EMEA expansion, giving you a front-row seat—and real influence—as we out-innovate the market.

What You’ll Do

Think of the role as 60 % technical problem-solver, 40 % customer advocate & pre-sales advisor.

Product Enablement

• Lead concise, value-driven product walk-throughs (video, live, or on-site).
• Create self-service guides and short Loom clips that scale your expertise.

Onboarding & Adoption

• Own the first 30 days for new EMEA accounts—checklists, KPI hand-offs, health calls.
• Monitor usage analytics and nudge lagging users before churn signals appear.

Tier-1 / Tier-2 Support

• Diagnose signage, network, and hardware, software issues (Windows, Android, Linux).
• Apply Knowledge-Centered Support (KCS) principles—every solved ticket enriches the help center.

Pre-Purchase Guidance

• Clarify licensing tiers, hardware bundles, and use cases, turning support moments into upsell wins.

Voice-of-Customer Loop

• Tag recurring pain points, file clear escalation tickets to Product Management

Must-Haves

• Languages: Native German, Fluent English
• Tech Stack: Comfortable with A/V systems, SaaS software CMS, Android, Windows, Linux troubleshooting
• Tools: HubSpot CRM, Zendesk or any modern help-desk or ticketing platform.
• Mindset: Curious, data-driven, and calm when a live screen goes blank at 17:00 CET.
• Work Eligibility: Valid EU work authorization and ability to be in the Munich office five days a week.
• Travel: Available to spend 1–2 months in our Houston HQ for onboarding during your first quarter.

Nice-to-Haves

• Experience supporting a self-serve SaaS with > 50 k MAUs
• Familiarity with GDPR and ISO 27001 customer-data handling

Career Path

In 18–24 months you could step into Senior Support Engineer, Customer Success Manager, or Product Operations Lead—whichever stretch projects you lean into.

Life at OptiSigns Munich

• Small, high-ownership team where your Slack emoji can ship to production the same day.
• Opportunities to represent OptiSigns at major EU trade shows (ISE, EuroCIS).
• Culture built on “one-screen-ahead” experimentation—prototype fast, measure, iterate.

Benefits

• 25 days paid holiday + Bavarian public holidays
• Statutory health-care plus private top-up option
• €100 monthly MVV transport credit or bike-leasing scheme
• Subsidized lunch card & free office snacks
• €1 500 annual personal-development budget (courses, certs, language classes)
• Choice of MacBook Pro or Dell XPS + 4 K monitor

Ready to architect remarkable customer experiences across EMEA?

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