Job Description

Our division builds and scales zvoove's newest product lines. As Technical Product Specialist you are the technical centre of gravity between customers, L1 support, our product teams and external partners. You own the hard cases, the ones L1 cannot close and the product teams should not have to chase. And you make sure they stop coming back.

You get four products, real ownership and direct influence on the roadmap. What you find becomes what we fix. Elevate is small enough that your work is visible and fast enough that it matters within weeks, not quarters.

Your tasks

Own complex support (L2/L3)

• Resolve escalated cases across our product lines as the interface between L1 support, product teams and customers
• Run deep root-cause analysis, including code-level investigation with AI tooling
• Handle data pipeline failures, user permissions and role concepts, filters, dashboards and AI chatbot issues on our data and analytics product
• Support migrations from legacy document management systems, including select complex migration cases

Run factoring operations

• Steer day-to-day processes with our factoring partners: go-live dates, data transfers, new debtors, error resolution
• Review, document and reconcile commission statements, and clarify discrepancies with partners
• Own end-to-end customer onboarding: access, master data, partner communication and e-invoicing adjustments
• Coordinate support cases and escalations between customers, factoring partners, the relevant product team and Customer Support

Make problems structural, not repetitive

• Translate recurring cases into product improvements, knowledge base updates and proactive customer communication
• Define and implement preventive measures
• Continuously improve and standardise our support process
• Own and evolve our Jira Service Management configuration
• Monitor systems and catch issues before customers report them
• Build and maintain runbooks, technical guides and troubleshooting documentation
• Hold the line on agreed response and resolution times

Enable others

• Train L1 support teams across our country organisations on new features and known gaps

Your profile

• Several years in technical support, support engineering or technical product operations for a B2B SaaS product
• A genuine debugging instinct: you read logs, follow data flows and are comfortable in a codebase, even if you don't write production code
• Confidence with SQL, APIs and integration topics
• Experience coordinating external partners or service providers, ideally in a financial or payments context
• Strong written communication in German and English, and the judgement to know what a customer needs to hear
• A process mindset: you document, standardise and automate rather than becoming the single point of knowledge
• Background in factoring, payments or e-invoicing
• Experience with DMS or document management migrations
• Hands-on experience with AI-assisted analysis and debugging workflows

Your benefits

• Work across AI-powered SaaS and cloud-native products, use modern AI tooling daily, and shape pragmatic infrastructure that helps teams ship faster and more safely
• Collaboration in an empathetic, appreciative team with room to contribute ideas and take ownership
• Individual development opportunities, structured onboarding, and interdisciplinary collaboration
• Flexible working models including hybrid work, home office, and mobile working
• A modern tech environment and agile ways of working
• Additional benefits such as pension plans, health offers, and employee discounts

I look forward to receiving your application

Svenja Krüßel
D-49835 Wietmarschen-Lohne
Tel.: 0170-7888740
E-Mail: career@zvoove.com