Technical Customer Support Specialist (Level 2)

<p>We're NODI, a Berlin-based consumer electronics startup. We build the NODI Flip, a screen-free audio device for kids, with Spotify integration, voice messaging, offline content, and optional LTE. Our mission: give children music, audiobooks, and a connection to their family without putting them in front of a screen.</p> <p>As our Technical Customer Support Specialist (Level 2), you're the technical backbone of our support team, the person who takes over when things get tricky.</p> <p><a href="http://www.nodi.kids">http://www.nodi.kids</a></p> <h2>Tasks</h2> <ul> <li>Diagnosing and resolving technical cases: failed firmware (OTA) updates, WiFi and LTE connectivity issues, app pairing, Spotify integration</li> <li>Deciding whether a device can be fixed remotely or needs replacement, and owning the replacement process</li> <li>Escalating reproducible bugs to our engineering team with clean, structured documentation they can act on directly</li> <li>Answering tickets in our helpdesk in German and English, friendly, clear, and in the informal tone parents know us for</li> <li>Maintaining and expanding our Help Center and reply templates so Level 1 and our AI-assisted drafts keep getting better</li> <li>Working with AI tools that pre-draft replies, your job is increasingly to review, improve, and solve the hard cases, not type on an assembly line.</li> </ul> <h2>Requirements</h2> <ul> <li>Experience in technical customer support (Level 2 or comparable), ideally with hardware or IoT products</li> <li>Genuine technical depth: you troubleshoot systematically and can explain technology in a way stressed parents understand</li> <li>Very good written and spoken-level German <strong>and</strong> English</li> <li>Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)</li> <li>A self-directed, structured way of working. We have short paths and lots of ownership</li> <li>Bonus: experience with firmware/OTA topics, Bluetooth/WiFi diagnostics, or products for kids and families</li> </ul> <h2>Benefits</h2> <ul> <li>A product you can stand behind. Parents love it, and so do kids</li> <li>Direct impact: your support insights feed straight into product and engineering decisions</li> <li>Modern tooling and AI-assisted workflows</li> <li>Hybrid work: a mix of home office and our Berlin or Düsseldorf office</li> <li>Salary: €40,000-€50,000</li> <li>Further benefits: lunch allowance, and of course, your own NODI Flip.</li> </ul> <p>Sounds like you? Send us your CV and a few sentences on why technical support is your thing, no formal cover letter needed. The process includes a short practical exercise with real (anonymized) tickets, so you see what the work actually looks like and we see how you think.</p> <p>We're looking forward to hearing from you!<br> Your NODI Team</p> <p>Find more <a href="https://www.arbeitnow.com/english-speaking-jobs">English Speaking Jobs in Germany</a> on Arbeitnow</a>