Provide engineering assistance for customer onboardings, including requirements workshops, solution design, configuration, and go-live support
Provide L2/L3 technical support, taking full ownership of complex support cases through to resolution
Troubleshoot and resolve technical issues across SaaS platforms and on-premises deployments, collaborating with development and cloud operations teams where needed
Deliver technical documentation including high-level designs, network diagrams, test plans, and knowledge base articles
Conduct customer and partner training sessions to maximise platform adoption and value
Collaborate with sales and customer success teams to understand customer needs and drive positive outcomes
Feed product insights and customer feedback back to product teams to influence the roadmap
Support and mentor junior team members, reviewing their work and contributing to team capability

Background in computer science, business informatics, or a related field (degree, apprenticeship, or equivalent experience)
Minimum 3 year of experience in enterprise-level technical support (L2/L3 preferred)
Minimum 3 year of experience in project delivery or technical implementation roles
Strong experience with Microsoft Teams, Azure Entra ID, and the broader Azure and Microsoft 365 ecosystem
Excellent communication skills in German and English (written and spoken
mandatory)
Customer-first mindset with genuine empathy for the challenges customers face
Calm under pressure, detail-oriented, and proactive in problem-solving
Able to manage multiple priorities independently while also contributing to a collaborative team
Proven ability to diagnose and troubleshoot issues in both SaaS and on-premises IT infrastructure environments
Familiarity with AI integration and implementation within enterprise communications is a plus
Microsoft Azure, Teams, or M365 certifications
nice to have
Verint VFC experience or similar compliance voice recording platforms
nice to have

A fast-paced, international, and collaborative work environment
A challenging and diverse role with high autonomy
A motivating and supportive team culture where your ideas matter
Excellent opportunities for personal and professional growth
Regular team events and the chance to work from another Luware office for up to a month through our exchange program

Customer Success Engineer

Key skills