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- 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: Experience in technical support and project delivery, fluent in German and English.
The predicted salary is between 50000 - 65000 ÂŁ 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 (f/m/d) 100% employer: Luware
Contact Detail:
Luware Recruiting Team
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, especially around Microsoft Teams and Azure. We want to see how you can solve real-world problems, so think of examples from your past experience that showcase your troubleshooting abilities.
✨Tip Number 3
Show off your customer-first mindset during interviews. Share stories where you’ve gone above and beyond for customers, as this role is all about building strong relationships and helping clients succeed with our platform.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Luware.
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 reflects the skills and experiences that match the Customer Success Engineer role. Highlight your technical support experience and any relevant projects you've worked on, especially those involving Microsoft Teams or Azure.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer success and how your background makes you a great fit for our team. Share specific examples of how you've helped customers overcome challenges in the past.
Showcase Your Communication Skills: Since excellent communication is key in this role, make sure your application is clear and concise. Use professional language but let your personality shine through – we want to see the real you!
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 from our team.
How to prepare for a job interview at Luware
✨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 tackled complex support issues in the past and how you can apply that experience to help customers succeed.
✨Showcase Your Customer-First Mindset
During the interview, highlight your empathy for customer challenges. Share specific examples of how you've gone above and beyond to ensure customer satisfaction, especially in high-pressure situations. This will demonstrate that you truly understand the importance of a customer-first approach.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about past experiences where you had to troubleshoot technical issues or deliver projects under tight deadlines. Practising these scenarios will help you articulate your thought process clearly during the interview.
✨Engage with the Interviewers
Don’t forget that interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and how they measure success in this role. Engaging with the interviewers shows your genuine interest in the position and helps you determine if it's the right fit for you.