AI Support Specialist (m/f/d)

You are the first technical point of contact for our customers. You solve their problems, identify underlying patterns, and turn them into scalable solutions — from help center articles to AI-driven automation and a digital academy. You work at the intersection of Product, Customer Success, and our customers. And you turn technical support into real customer success.

• First-Level Support: Independently handle technical customer inquiries via tickets, chat, and email. You analyze issues, find solutions, and document insights.
• Help Center: Create and maintain help articles in German and English, including visual assets such as screenshots, GIFs, and step-by-step guides.
• Product Testing: Regularly test new features from a user perspective. You identify usability issues and bugs and provide structured feedback to the Product team.
• Customer Education: Contribute to the creation of training videos, webinars, and feature deep dives.
• AI-Driven Support Processes: Identify and implement AI-based solutions to automate recurring requests (ticket deflection) and reduce response times.
• Release Enablement: Support product releases by creating release notes, in-app notifications, and updating relevant help articles.
• Academy Development: Contribute to building a digital academy with learning paths and e-learning modules.
• Cross-Functional Collaboration: Work closely with Product and Customer Success to continuously improve the customer journey.

This role is your entry point into the AI industry. Depending on your strengths and interests, two development paths are open to you:

• Solution Engineer: You advise enterprise customers on the technical implementation of complex AI workflows. Depending on your aptitude, direct interaction with enterprise accounts is possible from the very beginning.
• Customer Success Manager (AI Success Architect): You take on strategic ownership of customer accounts, translate business processes into AI agents, and drive overall customer success.

What you bring:

• A degree in Business Informatics, Media Informatics, or a comparable field — completed or close to completion. Alternatively, relevant practical experience through internships or working student roles in a SaaS or tech environment.
• A strong conceptual technical understanding. You understand APIs, logic chains, and data flows without necessarily writing code yourself.
• An AI-first mindset. You actively use AI tools in your daily work and automate tasks before doing them manually. If you can’t point to a concrete example, you’re not truly living “AI-first.”
• Fluency in German (native level) and professional proficiency in English.
• Empathy and strong communication skills. You can explain technical concepts clearly and understand customer needs beyond what is explicitly stated.
• A hacker mindset. You find solutions independently, leverage available tools, and don’t wait for instructions.
• High learning speed. You learn faster than the market evolves. For us, potential matters more than a long track record.

• Entry into one of the most dynamic fields in the tech industry: AI-driven enterprise communication.
• Real responsibility from day one. You will help build technical support as an independent function.
• Clear development path towards Solution Engineering or Customer Success Management.
• A team that truly lives “AI-first.” Initiative is not just welcomed — it’s expected.
• Location: Koblenz (Universitätsstraße 3), with flexible working models.