Customer Support Engineer
About this role
Mercura is hiring a Customer Support Engineer to own technical customer resolution end-to-end, ensuring our AI-driven infrastructure is reliable for customers who depend on it for core operations. You will sit at the intersection of product, engineering, and customers, debugging production issues, automating support with AI agents, and turning recurring problems into lasting improvements that directly impact business outcomes.
What youll do
- Investigate and reproduce production issues across product, data, integrations, and workflows.
- Dive into logs, databases, customer examples, and the codebase to identify root causes.
- Own technical resolution end-to-end and fix issues directly when possible.
- Communicate clearly with customers to understand problems and ensure they feel supported.
- Design and deploy AI agents that automate customer interactions and accelerate resolution.
- Operate and manage AI agent teams that assist investigation and flag when core engineering input is required.
- Produce clear technical write-ups for escalations, including reproduction steps and relevant data.
- Document recurring issues, build internal playbooks, and propose product or process changes.
- Work closely in person with founders, engineering, and product to shape support as Mercura scales.
What Mercura is looking for
- At least 1 year of experience in full-stack software engineering working with React, TypeScript, Python, and Postgres.
- Demonstrated experience shipping production code and understanding real-world software behavior.
- Ability to debug independently across logs, databases, APIs, and unfamiliar codebases.
- Comfortable with customer-facing work and using user conversations to prioritize fixes.
- Structured, reliable, and people-oriented approach to support.
- German at B2 level or above and strong English for international collaboration.
- Based in Munich or willing to relocate for in-person collaboration.
Company at a glance
Mercura builds AI software for essential enterprises that keep the economy running. Based in Munich, YC-backed (W25) with a round at one of the cohort’s highest valuations, it surpassed $1M ARR within a year and targets $10M ARR by 2026.
Top Benefits
- Equity/ownership opportunity for employees.
- Referral bonuses up to €10,000 for successful hires.
- Growth is emphasized; the company invests in employees’ development through mentorship and close teamwork.
Culture & values
The team culture feels like family, with care, trust, and mutual support.
Hiring is based on ability, mindset, and values.
Active commitment to diversity and gender equity.
Founders personally commit part of their income to organizations expanding opportunity.
The team is small and fully in-person, based in Munich.
Joy and collaboration are at the heart of the work.
Growth is emphasized; the company invests in employees’ development through mentorship and close teamwork.
The environment is high-growth and high-commitment, with a focus on hard work and customer value.
There is a meritocratic culture where the best ideas win.
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