Technical Customer Support Specialist (m/f/d) – Legal B2B SaaS Software (remote)
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AI Summary
Provide 1st and 2nd level technical support for legal SaaS solutions via ticketing systems, email, and remote sessions. Collaborate with Product and Engineering teams to investigate, document, and resolve software-related incidents while supporting customer onboarding.
Short description
Shape exceptional customer experiences in Legal TechAt Septeo CNEE, we help law firms work smarter through our cloud-based software Amberlo. To support our growing international customer base, we're looking for a Technical Customer Support Specialist
who enjoys solving software-related challenges, helping customers succeed with technology, and working closely with Product and Engineering teams.
In this role, your primary focus will be on providing 1st and 2nd level support for our legal software solutions. You will investigate technical issues, support customers in their daily work, and contribute to delivering an outstanding support experience. While customer enablement and onboarding activities are part of the role, the clear focus lies on technical customer support and problem resolution.
If you're passionate about customer support, technology, and delivering great service, we'd love to hear from you.
Your workplace / location:
On-site from one of our office in Germany or 100% remote within Germany
Your mission
- Serve as one of the primary support contacts for our international customer base using our Legal Tech SaaS solutions
- Provide high-quality 1st and 2nd level support via ticketing systems, email, and remote sessions
- Investigate, analyse, and resolve software-related customer issues and technical incidents
- Identify root causes and collaborate closely with Product, Development, and other internal teams to ensure timely issue resolution
- Reproduce, document, and track complex support cases to drive efficient problem solving
- Deliver customer training sessions and support onboarding activities when required
- Help customers make best use of the software through practical guidance and solution-oriented support
- Gather customer feedback and contribute insights for product and process improvements
- Support the continuous optimisation of our support processes and customer experience
Your profile
- 2+ years of experience in Technical Support, Application Support, Software Support, IT Support, Helpdesk, Service Desk or a similar customer-facing SaaS environment
- Strong troubleshooting and analytical problem-solving skills
- Technical affinity and confidence working with software applications, cloud solutions, and system environments
- Experience using support and ticketing systems such as Jira, Zendesk, HubSpot, Freshdesk or similar tools
- Ability to independently prioritise and manage support requests
- Excellent communication skills and a customer-oriented mindset
- Fluent English language skills (written and spoken)
Nice-to-have
- Polish language skills are highly desirable due to our continued growth ambitions in the Polish market
- Spanish language skills are a strong plus as we continue to expand our international customer support capabilities
- German language skills are a plus
- Experience working in a SaaS, software, or Legal Tech environment
- Experience collaborating with Product and Development teams
- Familiarity with APIs, integrations, data imports, or software configuration is beneficial
Your team
You will join an international and collaborative team that combines customer focus, technical expertise, and a passion for delivering excellent software solutions.
Working closely with Product Management and Engineering, you will play a key role in ensuring that customers receive fast, competent, and solution-oriented assistance.
Working closely with Product Management and Engineering, you will play a key role in ensuring that customers receive fast, competent, and solution-oriented assistance.
Application process
- Virtual Get-to-know: In a 20-minute exchange with our recruiter, we look together at mutual expectations.
- Digital Interviews: Next, you’ll meet our manager as well as the team and dive deeper into technical topics and the role itself.
- Meet the Team: Get to know your future collegues in an informal exchange and gain first-hand insights into our team culture and day-to-day collaboration.
Benefits
Our full benefits & perks are explained in our recruitment process, but on our career site you will have a good overview: https://www.stp.one/en/careersAs a european company, each country works differently, but some benefits/perks are for all employees:
- Learning & Development budget
- Employee referral bonus
- Mobility: company bikeleasing, support in public transportation
- Workation: up to 30 days per year within EU
- Workplace glasses
- Tax-free benefits
- Events & Company celebrations (summer party, annual kick-off,..)
- Flexible work models
- English courses for all levels
Contact details
If you have any questions, feel free to reach out to our recruiter:Isabel Ostwald
E-Mail: jobs@stp.one
About us
Sharing Trust and Passion for UnityOne Team. One Mission: We are Septeo CNEE (ex.stp.one) and together we simplify legal work.
In our industry, we have the opportunity to drive innovation every day. The great ideas of our colleagues ensure that we are shaping the AI-driven future of legal tech. You can help our clients to be successful and enable smart digital experience. Across various locations, all of us collaborate with purpose, creativity, and passion to redefine how legal professionals work.
At Septeo (ex. stp.one) everyone has a voice. We believe in the strength of diversity and are proud to bring together people from different backgrounds, skill sets, and walks of life - because it’s these unique perspectives that drive innovation and success.
Your impact matters
Join us in our journey to become the market leader across Europe. Be yourself, thrive in a supportive environment, and take pride in being a key player in our success story. Discover the difference you can make in an organization that values you as an individual and as an essential part of our thriving community.
What our People can expect
At Septeo (ex. stp.one), we’ve created a workplace that values your individuality and your contribution. We foster diversity and we know that everyone has different preferences and needs. Therefore, we ensure that our people have choices to maintain the best work-life-fit. Enjoy the perks of working from anywhere or from an innovative workspace, workcation experiences, and continuous learning.
Join Septeo (ex. stp.one)
Our focus goes beyond innovative software solutions, we believe in the power of our people to shape the future of legal tech and the digital economy. We amplify each other and forge trust sharing knowledge, offering encouragement, celebrate our team effort and cherishing our differences: stp.one is where your unique journey meets professional growth.
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