AI Product Support (F/M/*)

Role Summary

FROM EUROPE, FOR EUROPE – WE BUILD EUROPE’S BUSINESS AI.

We are amber, one of the fastest growing AI startups from Germany. SMEs benefit when internal knowledge becomes immediately usable and intelligent agents can react to it. We believe in a future where business AI, including agents, within amber and other platforms, operates on a common layer of context so teams work faster, handoffs are seamless, and expertise stays within the organization.

Support us as AI Product Support (F/M/*) and become the first point of contact for our customers when it comes to our innovative AI product. You ensure that inquiries are answered quickly, competently and understandably - and that our users get the best out of amber. You will work closely with Product, Engineering and Customer Success and bring the voice of the customer back into the company.

Responsibilities

• You answer written customer inquiries (e.g. via ticket system, email and chat) competently, friendly and solution-oriented
• You take on 2nd level support: You analyze more complex technical queries, find the cause and provide comprehensible solutions
• You document inquiries, solutions and recurring topics in a structured manner and thus continuously expand our knowledge database
• You identify technical problems, reproduce them and escalate them cleanly to the engineering team (3rd level) if necessary
• You accompany our customers in using our AI product and help them make optimal use of features
• You bring insights from everyday support into the team, work closely with Product and Engineering and thus actively contribute to the further development of our solution

Requirements

• You have experience in technical support, 2nd level support or a comparable IT-related role - motivated IT career changers are also welcome
• You have a good technical understanding and quickly familiarize yourself with new software and tools
• You communicate clearly, precisely and empathetically in writing – in German and English
• You work in a structured, solution-oriented manner and keep track of multiple parallel requests
• You enjoy explaining complex issues in an understandable way and really helping customers
• Ideally, you have experience with ticket systems (e.g. HubSpot, Zendesk, etc.) and dealing with knowledge databases
• An interest in AI, SaaS and modern technologies completes your profile

Benefits

• Team Offsites – Since you will be working in an international team, we all meet together somewhere in Europe twice a year
• You have the choice: either a subsidized Germany ticket or an Urban Sports Club membership is on us
• We live a hybrid working model: We believe that it is important to work together in person on a regular basis. That's why we meet three times a week at one of our locations
• To ensure that you are well looked after on site, we provide digital, tax-free meal vouchers directly to your mobile phone every working day
• Attractive remuneration: We also reward outstanding employees with company shares, allowing them to participate directly in the company's success
• Start in a company that allows you to grow - whether you want to expand your skills in your area or learn other skills
• We promote your personal development through further training and space for personal responsibility
• A team of motivated people who are interested in making AI solutions accessible to medium-sized companies
• Work with the latest technologies & tools
• Sounds exciting? Then help us now and simply send us your CV. We look forward to seeing you!
• Please note: For this position we only consider applicants who live in Germany.
• Let's go big together 🚀
• Salary: €45K – €60K