The Facts at a Glance 🔍
- Technical Customer Support in close collaboration with Customer Success, Product, and Engineering
- Full-time or part-time (focus on afternoons)
- Start date by arrangement
- Based in Berlin with flexible working hours and remote options
What You Bring (or Would Love to Bring)
- Support is your craft: At least 2 years of experience in technical support, ideally in a SaaS environment. Prioritizing tickets cleanly, following through, and documenting properly is your daily business. 🛠️
- Debugging is fun for you: Reading logs, reproducing errors, and finding the root cause—you don't give up until you know why something isn't working. 🔎 Whether it's webhook chaos, integration drama, or strange chatbot behavior, you get to the bottom of it.
- You can translate tech into human: You explain complex technical contexts in a way that even non-technical hoteliers understand what's going on and what happens next. In German and in English.
- AI, APIs, webhooks & integrations are not foreign words to you: You're comfortable working with Claude, ChatGPT, or tools like Postman, know HTTP status codes by heart, and aren't afraid of JSON or a look into the browser console. 💡
- Hands-on mentality: You like problems solved today, not next sprint. At the same time, you know when to escalate or hand a ticket over to Engineering. ✅
- Good documentation is never an afterthought for you: You maintain knowledge base articles that genuinely help our customers and save your future self hundreds of tickets. 📚
What Matters to us as a Team
We're looking for someone who fits not just professionally, but also as a person. Here's what defines us:
- Relentless Innovation: You like to question the status quo, try new approaches, and bring fresh ideas. As a pioneer in AI for hotels, we love innovation, and we're excited when you do too.
- Growth Mindset: You want to grow, both with the company and personally. 📈 Continuous improvement comes naturally to you. You learn from successes as well as failures and enjoy developing yourself further.
- Can-Do Attitude: You'd rather find solutions than excuses and approach challenges pragmatically. 💪
- Integrity: Transparency builds trust — with colleagues and customers alike. You communicate openly and honestly, make no empty promises, and say it like it is. Authenticity is second nature to you.
- We genuinely care: You enjoy teamwork, are passionate about great products, and want customers to be happy. ❤️ You see your work as part of something bigger — and are happy to contribute to our success as a team.
What We Offer
- An attractive salary that matches your experience 💸
- Plenty of room to shape things, because you're actively building our technical support and have real impact on the customer experience
- Ownership: Your tickets, your solutions, your wins — we trust you
- Direct line to Product and Engineering; when a bug comes up, you're not three levels away from the solution
- Modern tools (Claude, ChatGPT, Notion, Front, Linear, Slack) and a product that truly resonates with customers
- Learning and development budget so you can take your tech skills to the next level
- Growth opportunities: You grow with the company and can become a long-term part of our success story 🛫
- Very flexible working hours, remote work options, and a great office in Berlin Mitte
- Your birthday is a day off 🎂
- Cool team events, team dinners, and offsites
Sound like you? Send us your application with a cover letter, CV, salary expectations, relevant references if applicable, and your desired start date by email to Teresa: teresa.tschoep@dialogshift.com
We look forward to meeting you! 🙌