Support Agent / Customer Consultant / Support Specialist (m/w/d)

Sensorberg - Who?

Sensorberg is an innovative Berlin-based tech company that was founded in 2013.
We develop hardware and software for the digitalisation and automation of buildings. We specialise in solutions for storage, co-working spaces and commercial . We believe that a building is not just a building but a place where people spend more than half of their lives. Besides intelligent access systems, we equip buildings with a comprehensive digital infrastructure to provide occupants with the highest levels of safety, comfort and productivity, while enabling operators and owners to manage and utilize buildings with maximum efficiency.

We are a rather small company where people of different cultures and personalities come together and have (their) place. We are looking for people who share our vision and believe that a mix of qualifications, skills, personality and diversity is the basis for a transformative work process and the key to a successful system - in terms of people as well as technology. What we all have in common is a "hands-on" mentality, appreciation towards others and the ability to deal with (different) demands.

What's my role?

• Act as the first point of contact for all customer inquiries and 1st-level support issues
• Provide hotline support in German and English during business hours (09:00–18:00)
• Own and manage the JIRA Support Board , including ticket triage, prioritization, and escalation
• Ensure a clear escalation path to 2nd-level support and internal teams (IT, Product, Ops)
• Create clear and reproducible bug reports , including testing and reproduction on QA hardware
• Coordinate closely with IT and development teams to resolve technical issues
• Follow up on and clarify incomplete or unclear support tickets
• Analyze and document customer feedback , recurring issues, and common pain points
• Maintain and improve support documentation , FAQs, and publicly available help materials
• Monitor response times, SLAs, and resolution deadlines to ensure timely support
• Collaborate closely with 2nd-level support to ensure smooth handovers and knowledge transfer
• Identify recurring issues and propose improvements to reduce ticket volume
• Actively contribute to support process optimization (tools, workflows, documentation)
• Track and report on support quality metrics (e.g. response time, resolution time, recurring incidents)
• Help define and improve support standards and best practices
• Share insights from support cases with internal teams to improve product quality and customer experience

What should I bring with me?

• Strong customer focus with excellent communication skills
• Confident, friendly, and professional interaction with customers and internal stakeholders
• Strong analytical and problem-solving skills
• Excellent self-organization and prioritization abilities in a dynamic environment
• Solid technical understanding and interest in IoT / smart building technologies
• Fluency in German and English (company language is English)

About us

Working with us at Sensorberg means having an excellent work-life balance with family-friendly working hours in the heart of Berlin. Our main company language is English and our team is very international. We have a culture of openness, collaboration and creativity where everyone is encouraged to take responsibility for projects and share their views with the team. It is natural for us to give everyone the support, encouragement and freedom they need to reach their personal potential. This includes the possibility of further development and training as well as a hybrid work model.

We live transparency through an open and honest exchange of information and offer a positive working atmosphere, because we believe that only in this way a good and relaxed cooperation in the teams can function and be promoted. Our field of work is dynamic and rather quick. We counter this with flat hierarchies and short coordination paths. To support the daily work routine and teamwork we always have fresh coffee, tea and other drinks, as well as fresh fruit. In addition, we have a modern office and work design, in which there is room for productivity as well as exchange with colleagues and cuddles with dogs – if you have one feel free to bring it to work with you!