Technical Support Engineer

Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale. About the role: As a Technical Support Engineer , you will play a key role in delivering reliable and high-quality customer experiences with Parloa’s conversational AI platform. Acting as a bridge between customers and internal teams, you’ll troubleshoot issues, guide users, and help ensure they get the most out of the product. This is your opportunity to build strong technical expertise while making a direct impact, solving real customer problems, improving support processes, and growing into a trusted product expert. Areas of ownership: Technical Support & Issue Resolution: Analyze and resolve customer issues, ensuring timely responses and clear, solution-oriented communication. Customer Enablement: Support customers in understanding and effectively using the platform, helping them unlock its full potential. Cross-functional Collaboration: Work closely with Customer Success, Product, Engineering, and external partners to resolve issues and improve the customer experience. Escalation & Ownership: Take ownership of technical issues end-to-end, escalating when needed and ensuring resolution is driven forward. Process & Documentation: Contribute to improving support processes, documentation, and best practices to enhance team efficiency. Customer Feedback Loop: Capture and structure customer feedback, sharing insights with Product and Engineering to inform improvements. Who you are: 2–4 years of experience in a customer-facing technical support or similar role, ideally in a SaaS or technology environment Strong troubleshooting skills, with the ability to identify root causes and communicate solutions clearly Basic experience working with APIs, logs, and debugging tools Excellent communication skills, with the ability to explain technical topics to both technical and non-technical audiences Strong collaboration mindset and ability to work effectively across teams Ability to adapt quickly in a fast-paced, evolving environment Structured and solution-oriented approach to problem-solving Why Parloa? We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale and want your work to matter in real, everyday moments, this is where you do it. At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them. We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one. Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI. Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics. #J-18808-Ljbffr Parloa GmbH