Customer Support Engineer
BLP Digital AG2 days ago
Munich, GermanyMid Level
Responsibilities
- Own customer cases end to end by investigating, resolving, and confirming fixes with customers.
- Diagnose issues across platform behavior, ERP behavior, master data, interfaces, logs, and process logic.
- Determine and implement the appropriate configuration, data, or process fix, or escalate to engineering with clear evidence.
- Meet response-time commitments and provide priority handling for strategic accounts.
- Document solutions, patterns, and learnings to improve future case resolution.
- Support Consultants and Client Partners with the technical aspects of customer escalations.
- Handle technically difficult live-system cases through verified root cause.
- Stabilize customer accounts with deteriorating health and return them to reliable operation.
- Drive initiatives that reduce support effort and improve customer experience, including diagnostics, self-service, and assistants.
- Build diagnostic tooling and documentation, partner with Product and Engineering on structural fixes, and mentor interns and Customer Support Engineers.
Requirements
- Master's degree in a STEM field such as computer science, engineering, information systems, mathematics, physics, or a similar discipline.
- At least 3 years of experience in a technical customer-facing role, such as deep application support, technical consulting, solution engineering, integration engineering, or equivalent.
- Demonstrable debugging ability across systems, including APIs, data mapping, interfaces, and logs.
- Comfort with data and SQL or equivalent, with a habit of validating assumptions through investigation.
- Fluent German and English are required.
- ERP experience with SAP, Microsoft Dynamics, or similar is nice to have.
- Scripting experience in any language and exposure to workflow automation or process mining are nice to have.
Benefits
- Full-time position based in Munich or Cologne, with remote work from the home location after a minimum one-month onboarding period at the Zurich headquarters.
- Regular in-person team days, all-hands, offsites, and hub visits in Zurich and elsewhere, with travel financially supported by BLP.
Tech Stack
Categories
Solutions Engineering
About BLP Digital AG
BLP Digital AG builds an AI-driven ERP automation platform that applies NLP/OCR and agentic AI to document-heavy workflows in finance, procurement, logistics, and sales for large enterprises. Offered as SaaS that integrates with existing systems, it serves 550+ enterprise customers in 40+ countries (including Migros, Roche, Freudenberg, Lindt, and Krone); founded in 2019 and headquartered in Zurich, the privately held ETH Zurich/HSG spin-off is expanding to the UK and is backed by Goldman Sachs Alternatives.