Support Agent DE

**Overview:** - Support Team assists customers with functional and technical queries via email. - Focus on German market, with potential for English and French language support. - Full autonomy with measurable results, no strict script, personal touch in communication. - Comprehensive onboarding and familiarization with company culture and product. **Key Responsibilities:** - Answer customer queries, starting with simple tickets and progressing to complex cases. - Learn product features, bug identification, reporting, and review processes. - Improve customer satisfaction and adhere to SLAs. - Handle VIP customers and contribute to team scaling and process improvement. - Become a subject-matter expert and assist team members with escalations. **Requirements/Skills/Qualifications:** - Minimum 3 years of Support experience, preferably in B2B SaaS. - Tech Support background or education is beneficial. - Client-centricity, problem-solving, and investigative skills. - Proficiency in troubleshooting tools, API, connectors, and log investigation. - Excellent writing skills in multiple styles/tones, and fluency in German, English, and French (B2 level). - Passion for learning and ability to simplify technical information. - Enthusiasm for Convexity Culture. **Compensation & Benefits:** - Salary package with base pay, variable component, and equity. - Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription. - 1 month parental leave for the second parent. - Flexible hours and full remote work option in France. - Diversity, Equity, and Inclusion initiatives with active ERGs. - Corporate Social Responsibility commitment. - Culture of Convexity with resources for understanding the company's way of working. (Note: Specific compensation figures and detailed benefits were not provided in the summary.)