FIRST TECHNICAL SUPPORT ENGINEER

Berlin, €65K - €85K EUR + Equity
TL;DR
Kombo (YC S22) is building a unified API that saves engineering teams hundreds of hours by integrating dozens of HRIS, ATS, and Payroll systems into one API. We’re looking for our first Technical Support Engineer to provide exceptional technical assistance to our rapidly growing customer base, debug complex integration issues, and build the foundation of our support function. You’ll be the technical bridge between our customers and our product/engineering teams. We work primarily on-site from Berlin, Germany.

WHO WE’RE LOOKING FOR

This role is perfect for a technically adept individual with strong communication skills who wants to be foundational in building a customer support function at a high-growth startup. You are likely a great fit, if:

• You have a strong technical background (e.g., previous Software Engineer, Support Engineer, Solutions Engineer) and are comfortable debugging complex technical problems, especially related to APIs and integrations. While you don’t need to be proficient, you should have familiarity with reading code.
• You possess excellent communication skills (written and verbal) and can explain complex technical concepts clearly to engineers.
• You are highly empathetic, patient, and genuinely enjoy helping others solve problems.
• You thrive with autonomy, are proactive in identifying issues and improvements, and can manage your own workload effectively.
• You have a knack for troubleshooting and a methodical approach to problem-solving.
• You are looking for an environment that is primarily in an office - we are 4+ days/week in our Berlin office.

Prior experience in a support role is a big plus, but not required.

EMPOWERMENT THROUGH KNOWLEDGE AND TOOLS

We aim to empower our customers and ourselves. We invest a lot into having comprehensive documentation, and built 4+ internal tools (e.g. a version of Postman - “Komboman” and a custom HRIS/ATS data explorer) to to make troubleshooting faster and more efficient.

ABOUT THE ROLE AND SUPPORT AT KOMBO

At Kombo we care A LOT about excellent support for our customers to a degree that is unusual. We do so because fundamentally we view excellent support as a competitive advantage.

How this looks like in practice is that

• we win G2 badges for best support in our category
• we get customer love for our support weekly and even frequently hear that our support is the best that our customers ever experienced (across all products they have used)
• when we interview companies why they chose Kombo after a competitive process, “Kombo’s support quality” is the most common reason

To maintain and elevate the same experience for our customers, we are looking to bring on a dedicated technical support engineer that will be the primary technical point of contact for our customers. This a key role for us and you’ll…

• directly impact customer satisfaction and retention by solving their technical roadblocks quickly and effectively. Your work enables customers to go live and get value from Kombo.
• have the opportunity to have an outsized impact on how we build and scale the support function at Kombo – defining processes, choosing tools, and setting the standard for excellence.
• be part of a fast-growing environment (~2-3x per year) where your contributions are highly visible and impactful

In this role, you will act as a support engineer (not agent) - you’ll be resolving most issues directly yourself, and only escalating the more complex ones directly to the relevant engineering team. Concretely, this role involves:

• Troubleshooting & Debugging: Diving deep into technical issues related to API integrations, data syncing, authentication (OAuth, API keys), and specific HRIS/ATS/Payroll system behaviours. You’ll use logs, monitoring tools, and potentially read code to find root causes.
• Customer Guidance: Assisting engineers (and other stakeholders) on the customer side with their Kombo integration via Slack, email, and occasional video calls, providing clear explanations and solutions.
• Internal Collaboration: you will work closely with Product and Engineering teams to escalate complex bugs, relay customer feedback, and contribute to prioritizing fixes and features.
• Knowledge Building: Creating and maintaining internal and external documentation, guides, and troubleshooting resources based on recurring issues and customer needs.
• Process Improvement: we’re growing rapidly so need to make sure we are set up for future success. This means better tooling, automation, reporting, and more

This role is perfect for a technically adept individual with strong communication skills who wants to be foundational in building a customer support function at a high-growth startup. You are likely a great fit, if:

• You have a strong technical background (e.g., previous Software Engineer, Support Engineer, Solutions Engineer) and are comfortable debugging complex technical problems, especially related to APIs and integrations. While you don’t need to be proficient, you should have familiarity with reading code.
• You possess excellent communication skills (written and verbal) and can explain complex technical concepts clearly to engineers.
• You are highly empathetic, patient, and genuinely enjoy helping others solve problems.
• You thrive with autonomy, are proactive in identifying issues and improvements, and can manage your own workload effectively.
• You have a knack for troubleshooting and a methodical approach to problem-solving.
• You are looking for an environment that is primarily in an office - we are 4+ days/week in our Berlin office