Technical Customer Support Specialist (Level 2) // NoDi GmbH
- Diagnosing and resolving technical cases: failed firmware (OTA) updates, WiFi and LTE connectivity issues, app pairing, Spotify integration
- Deciding whether a device can be fixed remotely or needs replacement, and owning the replacement process
- Escalating reproducible bugs to our engineering team with clean, structured documentation they can act on directly
- Answering tickets in our helpdesk in German and English, friendly, clear, and in the informal tone parents know us for
- Maintaining and expanding our Help Center and reply templates so Level 1 and our AI-assisted drafts keep getting better
- Working with AI tools that pre-draft replies, your job is increasingly to review, improve, and solve the hard cases, not type on an assembly line.
- Experience in technical customer support (Level 2 or comparable), ideally with hardware or IoT products
- Genuine technical depth: you troubleshoot systematically and can explain technology in a way stressed parents understand
- Very good written and spoken-level German and English
- Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)
- A self-directed, structured way of working. We have short paths and lots of ownership
- Bonus: experience with firmware/OTA topics, Bluetooth/WiFi diagnostics, or products for kids and families
- A product you can stand behind. Parents love it, and so do kids
- Direct impact: your support insights feed straight into product and engineering decisions
- Modern tooling and AI-assisted workflows
- Hybrid work: a mix of home office and our Berlin or Düsseldorf office
- Salary: €40,000-€50,000
- Further benefits: lunch allowance, and of course, your own NODI Flip.
Skills
- ai
- backbone
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