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>
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