About the Company
At bookingkit, Europe's leading booking and reservation software for tours and activities, big changes are on the horizon. The company's goal by 2030 is to create an AI-powered Success Platform enabling Attractions like museums, sights, and theme parks to grow ticket sales and simplify ticket operations.
Responsibilities
- Analyze incoming support requests, perform deep-dive investigations to resolve complex issues
- Triage and prioritize cases according to SLAs and support targets, design effective fixes, workarounds, or long-term solutions
- Provide expert consultation during the sales phase, contribute to RFPs and join meetings with prospective clients
- Help eliminate 'technical doubt' to accelerate the sales cycle, guide clients through the onboarding of critical features
- Provide the technical foundation for complex solution designs and architectures
- Build and optimize the AI-driven support infrastructure, maintain a high-quality technical documentation library
- Share customer insights and track feature requests to provide feedback to the Product team
- Help shape and refine the technical support processes to ensure scalability and efficiency
Requirements
- Proven track record as a Tech Support Engineer or Solutions Engineer, ideally within a SaaS environment
- Demonstrated success working directly with B2B clients, focusing on consulting, problem-solving, and support
- Solid understanding of the Software Development Lifecycle (SDLC), including relevant tools and processes
- Familiarity with agile principles and the Scrum framework
- Proficiency in JavaScript, strong command of web fundamentals (HTTP, HTML, CSS)
- Deep understanding of modern web applications, specifically regarding security, authentication, sessions, and cookies
- Excellent analytical skills, experience using browser debugging tools and performing performance analysis
- Basic knowledge of Linux, experience working with relational databases and RESTful APIs
- Comfortable using code repositories such as Git or GitLab
- Experience with AI-driven automation techniques and AI-assisted programming
- Fluent in both German and English (written and spoken), backed by exceptional communication skills
Benefits
- 100% remote work setup, with the option to join colleagues in the Berlin office
- Mobile Work Abroad policy allows you to work from almost anywhere in the world for up to 5 months per year
- 28 vacation days per year, plus an extra day for each year of service (up to 31 days)
- More than 50% public transportation subsidy in Germany
- Gym subsidy