At a Glance
- Tasks: Support customers with onboarding, technical issues, and maximise platform value.
- Company: Luware, a leading SaaS provider in innovative contact centre solutions.
- Benefits: Fast-paced environment, personal growth opportunities, and flexible work arrangements.
- Other info: Collaborative culture with regular team events and international exchange opportunities.
- Why this job: Join a dynamic team and make a real impact on customer success.
- Qualifications: 3+ years in technical support and project delivery; strong Microsoft ecosystem knowledge.
The predicted salary is between 50000 - 65000 £ per year.
Founded in 2010, Luware is a leading SaaS provider specializing in innovative contact center and conversation recording solutions. Our Microsoft-certified solutions are designed to streamline customer interactions. We're committed to innovation and growth, fostering a culture that embraces agile methodologies and flexible work arrangements.
We're looking for a technically skilled and customer-focused Customer Success Engineer to join our growing team in London as soon as possible. In this role, you'll be the technical backbone of our customer relationships, assisting with new customers through onboarding, delivering hands-on project delivery, resolving complex support issues, and helping customers unlock the full value of our platform.
You’ll work on assisting our customers through technical challenges through new onboardings and support, from requirements gathering and solution design through to go-live support and long-term success. This role is ideal for someone who thrives at the intersection of engineering and customer engagement.
What you’ll be doing:
- Provide engineering assistance for customer onboardings, including requirements workshops, solution design, configuration, and go-live support.
- Provide L2/L3 technical support, taking full ownership of complex support cases through to resolution.
- Troubleshoot and resolve technical issues across SaaS platforms and on-premises deployments, collaborating with development and cloud operations teams where needed.
- Deliver technical documentation including high-level designs, network diagrams, test plans, and knowledge base articles.
- Conduct customer and partner training sessions to maximise platform adoption and value.
- Collaborate with sales and customer success teams to understand customer needs and drive positive outcomes.
- Feed product insights and customer feedback back to product teams to influence the roadmap.
- Support and mentor junior team members, reviewing their work and contributing to team capability.
What we are looking for:
- Background in computer science, business informatics, or a related field (degree, apprenticeship, or equivalent experience).
- Minimum 3 years of experience in enterprise-level technical support (L2/L3 preferred).
- Minimum 3 years of experience in project delivery or technical implementation roles.
- Strong experience with Microsoft Teams, Azure Entra ID, and the broader Azure and Microsoft 365 ecosystem.
- Excellent communication skills in German and English (C1 written and spoken – mandatory).
- Customer-first mindset with genuine empathy for the challenges customers face.
- Calm under pressure, detail-oriented, and proactive in problem-solving.
- Able to manage multiple priorities independently while also contributing to a collaborative team.
- Proven ability to diagnose and troubleshoot issues in both SaaS and on-premises IT infrastructure environments.
- Familiarity with AI integration and implementation within enterprise communications is a plus.
- Microsoft Azure, Teams, or M365 certifications – nice to have.
- Verint VFC experience or similar compliance voice recording platforms – nice to have.
Our offer:
- A fast-paced, international, and collaborative work environment.
- A challenging and diverse role with high autonomy.
- A motivating and supportive team culture where your ideas matter.
- Excellent opportunities for personal and professional growth.
- Regular team events and the chance to work from another Luware office for up to a month through our exchange programme.
- You can expect a genuinely collegial, international environment and a fresh, dynamic, open corporate culture.
Customer Success Engineer (f/m/d) 100% employer: Luware AG
At Luware, we pride ourselves on being an exceptional employer, offering a dynamic and collaborative work environment in the heart of London. Our commitment to innovation and employee growth is reflected in our supportive team culture, where your ideas are valued and autonomy is encouraged. With excellent opportunities for personal and professional development, as well as unique benefits like our exchange programme, Luware is the perfect place for those looking to make a meaningful impact in the SaaS industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Engineer (f/m/d) 100%
✨Tip Number 1
Network like a pro! Reach out to current employees at Luware on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Engineer role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer engagement strategies. Be ready to discuss how you've tackled complex support issues in the past and how you can bring value to Luware's customers.
✨Tip Number 3
Showcase your problem-solving abilities! During interviews, share specific examples of how you've resolved technical challenges. This will demonstrate your calmness under pressure and your proactive approach to customer success.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Luware team.
We think you need these skills to ace Customer Success Engineer (f/m/d) 100%
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Success Engineer role. Highlight your technical skills and customer engagement experience, especially with Microsoft Teams and Azure. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for customer success and how your background aligns with our mission at Luware. Let us know why you're excited about this opportunity and how you can contribute to our growth.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex support issues in the past. We love candidates who can demonstrate their calmness under pressure and proactive problem-solving abilities. Make it clear that you’re ready to take ownership!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Luware AG
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft Teams, Azure Entra ID, and the broader Azure and Microsoft 365 ecosystem. Be ready to discuss how you've used these tools in past roles and how they can benefit customer onboarding and support.
✨Showcase Your Customer-Centric Mindset
Prepare examples that highlight your empathy and understanding of customer challenges. Think about times when you've gone above and beyond to ensure a customer's success, as this role is all about building strong relationships and delivering value.
✨Demonstrate Problem-Solving Skills
Be ready to tackle hypothetical scenarios or real-life problems during the interview. Show how you approach troubleshooting and resolving complex issues, and don’t forget to mention any collaborative efforts with development or operations teams.
✨Communicate Clearly and Confidently
Since excellent communication skills are a must, practice articulating your thoughts clearly in both German and English. Prepare to explain technical concepts in a way that’s easy for non-technical stakeholders to understand, showcasing your ability to bridge the gap between tech and customer needs.
