Technical Customer Support Specialist (Level 2)

Role Summary

We're NODI, a Berlin-based consumer electronics startup. We build the NODI Flip, a screen-free audio device for kids, with Spotify integration, voice messaging, offline content, and optional LTE. Our mission: give children music, audiobooks, and a connection to their family without putting them in front of a screen.

As our Technical Customer Support Specialist (Level 2), you're the technical backbone of our support team, the person who takes over when things get tricky.

http: //www.nodi.kids

Responsibilities

• Diagnosing and resolving technical cases: failed firmware (OTA) updates, WiFi and LTE connectivity issues, app pairing, Spotify integration
• Deciding whether a device can be fixed remotely or needs replacement, and owning the replacement process
• Escalating reproducible bugs to our engineering team with clean, structured documentation they can act on directly
• Answering tickets in our helpdesk in German and English, friendly, clear, and in the informal tone parents know us for
• Maintaining and expanding our Help Center and reply templates so Level 1 and our AI-assisted drafts keep getting better

Working with AI tools that pre-draft replies, your job is increasingly to review, improve, and solve the hard cases, not type on an assembly line.

Requirements

• Experience in technical customer support (Level 2 or comparable), ideally with hardware or IoT products
• Genuine technical depth: you troubleshoot systematically and can explain technology in a way stressed parents understand
• Very good written and spoken-level German and English
• Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)
• A self-directed, structured way of working. We have short paths and lots of ownership
• Bonus: experience with firmware/OTA topics, Bluetooth/WiFi diagnostics, or products for kids and families

Benefits

• A product you can stand behind. Parents love it, and so do kids
• Direct impact: your support insights feed straight into product and engineering decisions
• Modern tooling and AI-assisted workflows
• Hybrid work: a mix of home office and our Berlin or Düsseldorf office
• Further benefits: lunch allowance, and of course, your own NODI Flip.
• Sounds like you? Send us your CV and a few sentences on why technical support is your thing, no formal cover letter needed. The process includes a short practical exercise with real (anonymized) tickets, so you see what the work actually looks like and we see how you think.
• We're looking forward to hearing from you!

Your NODI Team

Find more English Speaking Jobs in Germany on Arbeitnow