Customer Support Engineer

Mercura (YC W25) helps the companies that build the real world move at software speed, automating the back-office work that runs the $12 trillion industry behind every hospital, school, and power plant. We started with one of their biggest bottlenecks - turning messy technical requests into accurate quotes - and grew to $2M ARR in our first year. With a team of 16, we're now targeting $10M by the end of 2026 as well as our expansion into the US.

About the role

As Mercura’s AI agents become the core infrastructure on which our customers operate on, one thing becomes increasingly important: customers need to trust that Mercura works as any time, as their real business depends on it.

That means customer problems cannot disappear into a ticket queue. When a quote is wrong, an integration behaves unexpectedly, or a workflow breaks in production, someone needs to understand what actually happened technically and drive it to resolution.

The person who makes sure everything runs fabulously - that will be you.

As our first Support Engineer, you will own technical customer resolution end-to-end. You will investigate and reproduce problems, dig into logs and data, identify roots causes and fix issues yourself. And you’ll work closely with product and engineering to design a deeper product change.

If you're a software engineer with 1+ year of experience who enjoys debugging real production issues, talking to users, and owning problems end-to-end, this role is for you.

What you will be working on

• Debug real customer problems: Investigate production issues across product, data, integrations, and workflows. You will dive deep into logs, databases, customer examples, and the codebase to understand what is going wrong.
• Be super close to our customers: Talk directly to users, understand their problems, explain what is happening, and make sure they feel taken care of.
• Drive customer support automation: You will design AI agents that handle real customer interactions and resolve issues faster than most humans could, while knowing exactly when to hand off.
• Make engineering faster: You’ll deploy and manage AI agent teams that help investigate and resolve customer issues, deciding when human input from core engineering is needed. For issues that require escalation, you’ll ensure there is a clear technical write-up, covering what happened, how to reproduce it, relevant data, and where the issue likely sits.
• Turn repeated problems into better systems: Document recurring issues, improve workflows, build internal playbooks, and help product and engineering see where the real customer issues are.

Who we are looking for

• At least 1 year of experience in full-stack software engineering (React, Typescript, Python, Postgres)
• You have shipped production code before and understand how software behaves outside of a perfect development environment.
• You can debug independently across logs, databases, APIs, and unfamiliar code.
• You enjoy customer-facing work and see talking to users as the fastest way to understand what matters.
• You are structured, reliable, and care about people.
• German at B2 level or above is required, because many of our customers are German. English should be strong enough to work with an international team.

You are based in Munich or willing to relocate. We work together in person.

Why Join Mercura

• Own a role that directly affects the company's success: Your work directly impacts customers moving billions in goods across two continents. You will shape whether they feel blocked, confused, confident, or genuinely excited to use Mercura in daily operations.
• Work very close to product and engineering: You will see first where customers struggle, what they need, and where the product should improve.
• **Build for a market most people undere