Support Agent / Customer Consultant / Support Specialist (m/w/d)

Sensorberg - Who?:
Sensorberg is an innovative Berlin-based tech company that was founded in 2013. We develop hardware and software for the digitalisation and automation of buildings. We specialise in solutions for storage, co-working spaces and commercial. We believe that a building is not just a building but a place where people spend more than half of their lives. Besides intelligent access systems, we equip buildings with a comprehensive digital infrastructure to provide occupants with the highest levels of safety, comfort and productivity, while enabling operators and owners to manage and utilize buildings with maximum efficiency.We are a rather small company where people of different cultures and personalities come together and have (their) place. We are looking for people who share our vision and believe that a mix of qualifications, skills, personality and diversity is the basis for a transformative work process and the key to a successful system - in terms of people as well as technology. What we all have in common is a "hands-on" mentality, appreciation towards others and the ability to deal with (different) demands.

What's my role?:
• Act as the first point of contact for all customer inquiries and 1st-level support issues
• Provide hotline support in German and English during business hours (09:00–18:00)
• Own and manage the JIRA Support Board, including ticket triage, prioritization, and escalation
• Ensure a clear escalation path to 2nd-level support and internal teams (IT, Product, Ops)
• Create clear and reproducible bug reports, including testing and reproduction on QA hardware
• Coordinate closely with IT and development teams to resolve technical issues
• Follow up on and clarify incomplete or unclear support tickets
• Analyze and document customer feedback, recurring issues, and common pain points
• Maintain and improve support documentation, FAQs, and publicly available help materials
• Monitor response times, SLAs, and resolution deadlines to ensure timely support
• Collaborate closely with 2nd-level support to ensure smooth handovers and knowledge transfer
• Identify recurring issues and propose improvements to reduce ticket volume
• Actively contribute to support process optimization (tools, workflows, documentation)
• Track and report on support quality metrics (e.g. response time, resolution time, recurring incidents)
• Help define and improve support standards and best practices
• Share insights from support cases with internal teams to improve product quality and customer experience

What should I bring with me?:
• Strong customer focus with excellent communication skills
• Confident, friendly, and professional interaction with customers and internal stakeholders
• Strong analytical and problem-solving skills
• Excellent self-organization and prioritization abilities in a dynamic environment
• Solid technical understanding and interest in IoT / smart building technologies
• Fluency in German and English (company language is English)