Technical Support Engineer (f/m/d)*

As a Technical Support Engineer at Parloa, you will play a key role in delivering exceptional customer experiences. As a vital link between our customers and our Conversational AI platform, you will help resolve technical issues, troubleshoot problems, and provide clear, solution-oriented guidance. Our mission is to deliver empathetic and passionate customer service, aiming to exceed expectations by anticipating needs and offering proactive solutions. In this role, you will help educate our users and unlock the full potential of Parloa.

IN THIS ROLE YOU WILL:

• Analyze and promptly respond to customer queries related to the Parloa platform
• Develop deep expertise in our systems and evolve into an “Agent Builder”
• Collaborate closely with cross-functional teams, including Customer Success, Product, and Engineering, as well as external partners
• Take ownership of technical issues, drive them to resolution, and know when to involve senior engineers or product owners
• Proactively suggest improvements to elevate the overall customer experience
• Contribute to shaping and improving customer support processes within Parloa
• Help create and maintain runbooks, documentation, and best practices
• Collect structured feedback from customers and share insights with Product and Engineering

WHAT YOU BRING TO THE TABLE:

• 2–4 years of experience in a customer-facing technical support or similar role, ideally in the tech or SaaS environment
• Strong collaboration skills and a supportive mindset toward teammates
• Proven ability to troubleshoot technical problems, identify root causes, and communicate solutions clearly
• Ability to thrive in a fast-paced and sometimes ambiguous environment, with a willingness to learn quickly and adapt to product changes
• Experience with ticketing and CRM tools
• Excellent communication skills in both written and spoken form, with the ability to tailor your message to technical and non-technical audiences
• Basic working knowledge of APIs, using logs, and debugging tools

WHAT'S IN IT FOR YOU?

• Global Collaboration: Work closely with a supportive, international team in Berlin and New York City, helping to shape our global technical support strategy.
• Flexible Work Environment: Enjoy a hybrid work model that offers the freedom to work remotely, with opportunities to collaborate in person at our London co-working space.
• Attractive Compensation Package: Competitive salary, equity options, and a performance-based bonus structure that rewards your contributions.
• Professional Growth: Dedicated budget for training, conferences, and professional development to support your career progression.
• Work-Life Balance: Benefit from flexible working hours, 28 days of vacation, and the opportunity to work from anywhere (workation).
• Supportive Team Culture: Join a dynamic, diverse, and inclusive team with flat hierarchies. Enjoy regular social events, a collaborative work environment, and office perks like snacks and refreshments.

Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 400+ people in Berlin, Munich, and New York. When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $350 million Series D investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey.

Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team. Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.

We provide equal opportunities to all qualified applicants regardless of race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.