Software Support Engineer

Role overview A remote or Berlin-based Software Support Engineer role for a team building AI-driven operational intelligence software for e-commerce brands. The position combines customer-facing technical investigation with hands-on collaboration with engineering, focusing on debugging production systems that span APIs, databases, and business logic. It suits someone who enjoys untangling complex, data-heavy SaaS systems and wants a clear growth path into backend or platform engineering.

Responsibilities - Investigate and resolve complex customer issues by analyzing logs, data, and system behavior - Read and navigate the production codebase to understand business logic and data flows - Query databases to track down data inconsistencies and edge-case behavior - Partner with engineers to validate fixes or apply small bug fixes directly - Translate customer-reported problems into precise technical findings for internal teams - Improve internal support tooling, documentation, and troubleshooting workflows

Requirements - Three or more years of experience working as a developer - Strong technical curiosity and willingness to learn unfamiliar systems quickly - Solid foundations in backend development or other data-centric engineering work - Comfort reading and reasoning about production codebases - Ability to write database queries and reason about data consistency - Familiarity with RESTful APIs - Clear written and verbal communication in English, including with non-technical stakeholders - Prior technical support experience is a strong plus

Nice to have - Experience with Ruby on Rails - Familiarity with JavaScript and React on the frontend - Background in SaaS, e-commerce, or Shopify integrations - Exposure to PostgreSQL and cloud-hosted, API-driven architectures - Interest in forecasting logic, data pipelines, or AI-assisted decision systems

Benefits and work setup - Remote-friendly arrangement with a Berlin office option - Direct exposure to real production systems and real customer problems - Clear growth trajectory into backend, platform, or product engineering roles - Work with modern tooling in an AI-driven SaaS environment - High ownership, short feedback loops, and visible impact on the product - Collaborative, engineering-led culture with minimal bureaucracy