L1 Reports Engineer

• Serve as the first point of contact for customer inquiries
• Communicate with customers clearly, courteously, and in a structured manner
• Analyze and resolve incoming customer support tickets
• Create and customize reports using Handlebars.js according to customer requirements
• Assist customers with software configuration questions
• Identify issues and gather relevant technical information
• Recognize when escalation to Level 2 or the Product team is necessary
• Document issues and solutions in a structured manner
• Ensure high customer satisfaction through timely communication
• Work closely with the Customer Success and Product teams

• Excellent communication and problem-solving skills
• Customer-focused and structured approach to work
• Strong troubleshooting mindset and enthusiasm for identifying root causes
• Basic knowledge of Handlebars.js or comparable templating languages, or the willingness to learn quickly
• Ability to work independently and as part of a team
• Native-level or fluent German
• Good command of English
• Initial experience creating or customizing reports/templates, such as HTML/CSS
• Basic understanding of web applications
• Basic knowledge of M365, APIs, and HTTP status codes
• Experience with software configuration and Identity and Access Management
• Basic security awareness, including passwords, phishing, and secure device usage

• 100% remote work and complete flexibility in scheduling
• Transparent, trust-based company culture within an international SaaS scale-up
• Modern tools, data-driven processes, and fast decision-making
• 2–3 offsites and workshops per year for strategy, collaboration, and team building
• High degree of ownership and clear career development opportunities
• Opportunity to play an active role in shaping a rapidly growing SaaS company
• Steep learning curve in Customer Success, onboarding, software processes, and content creation
• Close collaboration with the Customer Success and Product teams
• Flexible working hours