Tech Support Engineer (German-speaking) (m/f/d)

About Us

At bookingkit, Europe's leading booking and reservation software for tours and activities, big changes are on the horizon. Our goal by 2030 is to create an AI-powered Success Platform enabling Attractions like museums, sights, and theme parks to grow ticket sales and simplify ticket operations. And that's where you come in: you, as a Tech Support Engineer (m/f/d) to drive us forward on this exciting journey. This is a full-time (40h/week) position.

Hybrid or remote, the work setup choice is yours!

About the Role

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.

Responsibilities

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.