Technical Customer Support Specialist (m/f/d) – Legal B2B SaaS Software (remote)

Short description Shape exceptional customer experiences in Legal Tech At Septeo CNEE , we help law firms work smarter through our cloud-based software Amberlo. To support our growing international customer base, we're looking for a Technical Customer Support Specialist who enjoys solving software-related challenges, helping customers succeed with technology, and working closely with Product and Engineering teams. In this role, your primary focus will be on providing 1st and 2nd level support for our legal software solutions. You will investigate technical issues, support customers in their daily work, and contribute to delivering an outstanding support experience. While customer enablement and onboarding activities are part of the role, the clear focus lies on technical customer support and problem resolution. If you're passionate about customer support, technology, and delivering great service, we'd love to hear from you. Your workplace / location: On-site from one of our office in Germany or 100% remote within Germany Your mission Serve as one of the primary support contacts for our international customer base using our Legal Tech SaaS solutions Provide high-quality 1st and 2nd level support via ticketing systems, email, and remote sessions Investigate, analyse, and resolve software-related customer issues and technical incidents Identify root causes and collaborate closely with Product, Development, and other internal teams to ensure timely issue resolution Reproduce, document, and track complex support cases to drive efficient problem solving Deliver customer training sessions and support onboarding activities when required Help customers make best use of the software through practical guidance and solution-oriented support Gather customer feedback and contribute insights for product and process improvements Support the continuous optimisation of our support processes and customer experience Your profile 2+ years of experience in Technical Support, Application Support, Software Support, IT Support, Helpdesk, Service Desk or a similar customer-facing SaaS environment Strong troubleshooting and analytical problem-solving skills Technical affinity and confidence working with software applications, cloud solutions, and system environments Experience using support and ticketing systems such as Jira, Zendesk, HubSpot, Freshdesk or similar tools Ability to independently prioritise and manage support requests Excellent communication skills and a customer-oriented mindset Fluent English language skills (written and spoken) Nice-to-have Polish language skills are highly desirable due to our continued growth ambitions in the Polish market Spanish language skills are a strong plus as we continue to expand our international customer support capabilities German language skills are a plus Experience working in a SaaS, software, or Legal Tech environment Experience collaborating with Product and Development teams Familiarity with APIs, integrations, data imports, or software configuration is beneficial Your team You will join an international and collaborative team that combines customer focus, technical expertise, and a passion for delivering excellent software solutions. Working closely with Product Management and Engineering, you will play a key role in ensuring that customers receive fast, competent, and solution-oriented assistance. Application process Virtual Get-to-know: In a 20-minute exchange with our recruiter, we look together at mutual expectations. Digital Interviews : Next, you’ll meet our manager as well as the team and dive deeper into technical topics and the role itself. Meet the Team : Get to know your future collegues in an informal exchange and gain first-hand insights into our team culture and day-to-day collaboration. Benefits Our full benefits & perks are explained in our recruitment process, but on our career site you will have a good overview: https://www.stp.one/en/careers As a european company, each country works differently, but some benefits/perks are for all employees: Learning & Development budget Employee referral bonus Mobility: company bikeleasing, support in public transportation Workation: up to 30 days per year within EU Workplace glasses Tax-free benefits Events & Company celebrations (summer party, annual kick-off,..) Flexible work models English courses for all levels Contact details If you have any questions, feel free to reach out to our recruiter: Isabel Ostwald E-Mail: [email protected]