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; fluent in German and English.
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 growing fast – and we’re hiring! 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 program.
You can expect a genuinely collegial, international environment and a fresh, dynamic, open corporate culture.
Customer Success Engineer 100% employer: Luware
At Luware, we pride ourselves on being an excellent employer, offering a fast-paced 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 you have the autonomy to thrive. With opportunities for personal development, regular team events, and the unique chance to work from different Luware offices, we ensure that our employees enjoy a meaningful and rewarding career journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Engineer 100%
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Luware. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Luware before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Engineer 100%
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Luware:Your cover letter is your chance to shine! Tell us why you want to work at Luware specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Luware!
How to prepare for a job interview at Luware
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
