Technical Support Engineer

YOUR MISSION:

As a Technical Support Engineer at Parloa, you will play a key role in delivering exceptional customer experiences. As a vital link between our customers and our Conversational AI platform, you will help resolve technical issues, troubleshoot problems, and provide clear, solution-oriented guidance.

Our mission is to deliver empathetic and passionate customer service, aiming to exceed expectations by anticipating needs and offering proactive solutions. In this role, you will help educate our users and unlock the full potential of Parloa.

IN THIS ROLE YOU WILL:

• Analyze and promptly respond to customer queries related to the Parloa platform
• Develop deep expertise in our systems and evolve into an “Agent Builder”
• Collaborate closely with cross-functional teams, including Customer Success, Product, and Engineering, as well as external partners
• Take ownership of technical issues, drive them to resolution, and know when to involve senior engineers or product owners
• Proactively suggest improvements to elevate the overall customer experience
• Contribute to shaping and improving customer support processes within Parloa
• Help create and maintain runbooks, documentation, and best practices
• Collect structured feedback from customers and share insights with Product and Engineering

WHAT YOU BRING TO THE TABLE:

• 2–4 years of experience in a customer-facing technical support or similar role, ideally in the tech or SaaS environment
• Strong collaboration skills and a supportive mindset toward teammates
• Proven ability to troubleshoot technical problems, identify root causes, and communicate solutions clearly
• Ability to thrive in a fast-paced and sometimes ambiguous environment, with a willingness to learn quickly and adapt to product changes
• Experience with ticketing and CRM tools
• Excellent communication skills in both written and spoken form, with the ability to tailor your message to technical and non-technical audiences
• Basic working knowledge of APIs, using logs, and debugging tools
• Nice to have: Basic understanding of JavaScript and/or TypeScript

WHAT'S IN IT FOR YOU?

• The opportunity to join a rapidly growing Conversational AI startup with offices in Berlin, New York, and Munich.
• Enjoy an immersive company onboarding experience, where you’ll have the chance to delve into the Parloa product and immerse yourself in our dynamic company culture.
• Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days.
• Attractive compensation package with equity.
• Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth.
• Flexible working hours, Unlimited PTO and travel opportunities.
• Regular team events, game nights, and other social activities.
• A beautiful office with flair in the heart of NYC with all the conveniences, such as social area, snacks, and drinks.

OTE Salary Range - $50,000 - $80,000 + Equity