Technical Customer Support Specialist (m/f/d) – Legal B2B SaaS Software (remote)

Remote, Germany, Karlsruhe, DE, Katowice, PL (Home Office), Lauf a. d. Pegnitz, DE...

Full-time

Permanent employee

Short description

Shape exceptional customer experiences in Legal Tech

At 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.

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/careers
As 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 Unity
One 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.