Customer Success Engineer (f/m/d) 100% in London

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.

• 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.

• 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.

• 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.

Do you feel addressed and are you ready to finally unleash your full potential? Then upload your CV spontaneously for an initial review - we are just a click away! We are very looking forward to getting to know you!

We will only consider candidates who apply directly for this position. Applications or inquiries from recruitment agencies will not be processed. Thank you for your understanding.