Technical Customer Support Agent (m/w/d)

PLATFORM ENGINEER (M/W/D) PERMANENT EMPLOYEE, FULL-TIME · BERLIN (HYBRID)  THE IMPACT YOU WILL MAKE From socks, and petfood, to cosmetics, charles is helping countless brands reach their loyal customers every day, one conversation at a time. As a Platform Engineer at charles, you’ll help drive our product and infrastructure forward, enabling us to revolutionize conversational commerce. You’re a generalist with a passion for infrastructure and operations. You’ll work closely with the other Engineers to build scalable, high-performing systems, while improving system architecture, resolving tech debt, and ensuring seamless user experiences. Your contributions will result in reliable, data-driven solutions that support millions of users and push the boundaries of messaging-driven commerce. THIS IS WHAT YOU WILL BE DOING You'll build and operate our internal developer platform: the core services, APIs, and infrastructure that every product team builds on top of. That means writing software, not just configuring it, and standing up infrastructure that holds up under real production load. * You will be a part of a team that designs, develops, and operates the core services, APIs, and infrastructure that every product team builds on top of. Examples: building a billing API, maintaining Kubernetes operators, building an authentication broker, optimizing performance in our core monolith, and improving security in our link shortening service. * You will regularly partner with product teams to investigate issues, learn their use cases, and ship platform changes that hold up in production. * You'll join our on-call rotation as part of our "you build it, you run it" philosophy. * You'll have real room to drive cost and reliability initiatives that have measurable, company-wide impact. * You'll build the automations that make our whole software development lifecycle faster and more robust. YOU'LL FIT GREAT WITH THESE SKILLS AND VALUES * 3+ years of software engineering experience. You're a generalist - comfortable moving between writing a service, debugging infrastructure, and improving a pipeline in the same week. * You can build and ship production services in Go or TypeScript; not just scripts and glue. You also know Bash and have the judgment to pick the right tool instead of forcing your favorite one. * You can build and operate cloud infrastructure that survives real production workloads, ideally on GCP. * You've worked with GitHub Actions or similar CI/CD tools, and you know what a healthy and efficient pipeline looks like. * You have a solid grasp of scalable system design, distributed systems, cloud technologies, and how to roll out infrastructure changes. * You're comfortable with remote work and asynchronous communication. You also know that good collaboration needs visibility and cooperation, not just output. * You use AI tools effectively without handing over the steering wheel. * Product and business sense: you understand customer needs and focus on solving the right problems, not just building technically interesting solutions. * You're a self-directed learner. You don't need to know our whole stack on day one, but when you hit something unfamiliar, you dig in, ask good questions, and follow through. We'll give you room and context to grow; you bring the drive. Meeting all requirements is not necessary to apply. We encourage candidates who meet some but not all of these qualifications to submit their application. THINGS WE OFFER * Working on challenging and impactful projects at the forefront of one of the most innovative industries in Europe * Collaborating with some of the leading experts in Conversational Commerce and disrupting a fast-growing industry * Joining forces with a unique community of Tech, Product, Sales, Success, and Marketing experts committed to building the best product in Conversational Commerce. * High autonomy and visibility across the business with the option to own and drive new initiatives * Celebrating our major and micro-wins as well as getting to know each other better at regular team-building events * Sharing VSOP (virtual stock options) in the ownership and success of Charles * Working in a vibrant office in the heart of Berlin overlooking the Wall memorial * Flexible working model: Hybrid setup with remote work options and flexible hours * Earning a competitive compensation package What else we offer? * Urban Sports Club membership * Mental Health support through OpenUp * Free company lunch on Thursdays * A friendly, open, multicultural work environment * Dog-friendly office * Discounts on BVG tickets About us It’s better to have a conversation charles is a conversational AI and CRM for consumer brands that attracts, converts, services, and retains customers via AI agents, marketing automations, bulk campaigns, or an inbox for human agents. We help brands to maximize customer engagement and revenue through conversational channels such as WhatsApp. Businesses can reach customers in an interactive way, collect data to expand customer understanding and guide them to targeted offers that convert. charles’ AI Agents deliver hyperpersonalized experiences at scale while ensuring enterprise-grade security and GDPR compliance. Founded by Kapten & Son co-founder, Artjem Weissbeck, and ex-McKinsey ecommerce lead, Andreas Tussing. charles is backed by Salesforce Ventures, Accel and HV Capital and has raised over EUR 30 million to build the global leader in conversational marketing SaaS for global consumer brands. Charles and diversity: be yourself and no-one else Different perspectives bring innovation and richer work environments. We’re committed to building an inclusive company where you always feel like you belong, whatever your age, gender identity, ethnicity, religion, sexual orientation, disability, status or neurodiversity. These values sit at the heart of our hiring process, so we can create a welcoming workplace where everyone feels valued and heard.

doinstruct builds training software for the frontline workforce: shift supervisors, machine operators, and field teams at manufacturers, logistics companies, and industrial enterprises. For these companies, getting people trained, keeping them compliant, and making sure they can do their job is how daily operations run. Series A, 400+ customers, below 2% churn. When the software breaks or stops making sense, the consequences are immediate. A Schichtleiter is locked out 30 minutes before a morning training. A manager needs a certificate for a compliance audit on Friday, and it hasn't appeared in the system. An operations lead has been hitting the same error for a week. Fin, our AI support agent, resolves 30 to 50% of incoming tickets on its own. The cases it can't handle need someone who can read the situation, communicate clearly with a frustrated customer, and make the right call on whether to fix it, find a workaround, or escalate. We're looking for that person: someone to work alongside Fin, tackle what it can't resolve, and make sure the customers who rely on doinstruct to run their operations can actually use it. 🎯 WHAT YOU'LL OWN * Handle first-line support via chat and email, in German (and sometimes English). Fin handles the straightforward volume; what reaches you has already cleared its filter, so expect edge cases: confused users, workaround requests, situations that need actual judgment. * Triage every ticket: resolve it yourself, find a workaround, or route it upstream with enough context that whoever picks it up can act immediately. * Learn the product fast and mostly on your own. The documentation helps, but the product moves, and the knowledge you need will often come from figuring it out. * Maintain quality across every response, including when the customer is frustrated, and the right answer isn't obvious. * Bring what you notice back to Leadership and the product team. The patterns in what reaches you as a human are some of the best product feedback the company has. 🙋 WHO YOU ARE * You've worked in a situation where unhappy people needed help, and you had to figure out how to give it without a script. Customer support, hospitality, a Werkstudent role where things regularly went wrong: all count. * You write clearly in German and English. In German specifically, you can write to a factory floor manager who's never used software like this and make it feel manageable rather than his fault. * You are an avid user of LLM solutions and understand how to adapt them for optimal results, to what extent you can trust their output, and when they tend to fail. * You find software genuinely interesting at the level of "how does this actually work?" Curiosity matters here more than technical credentials. * When you hit something you haven't seen before, you go figure it out. 🤩 WHAT'S DIFFERENT HERE Fin handles 30 to 50% of everything that comes in. What you work on is what Fin passes: genuinely ambiguous problems, mostly on your own. Sonja, our CS Team Lead, is your main working partner. She built the current support function from scratch and trained Fin to handle the volume it does, and knows the product better than almost anyone outside Engineering. Engineering handles escalations for genuine technical issues. 400+ customers, Series A funded, below 2% churn. The product is genuinely used and genuinely valued, which shapes every customer conversation you'll have. A lot of independent problem-solving, not much of a manual, and a product that changes. Some days, that will feel like a lot. If you're looking for a structured environment with defined processes, this role will frustrate you. The people in this role before have moved into QA, product input, and other directions that opened up based on what they were good at and what doinstruct needed at the time. The paths aren't guaranteed. They have happened. 📈 WHAT SUCCESS LOOKS LIKE 3 months The queue is yours. You're making triage calls independently, your product knowledge is built from the work itself, and Sonja isn't reviewing responses before they go out. 6 months You're starting to level up the systems around you. Patterns from your queue are reaching Engineering in a form they can act on. You're building process: response approaches, triage heuristics, escalation criteria that exist somewhere beyond your own head. 12 months There's proof. Something in how doinstruct runs support is measurably better because you were here. A pattern you surfaced led to a Fin improvement. A process you built is now the default. A class of tickets that used to require escalation gets resolved at first line. ____ At doinstruct, you can make full use of your skills and play an active role in the further development of our start-up. And yes, we attach great importance to a positive working atmosphere, maximum transparency, communication at eye level, and support every step of your personal and professional development. Even if you don't tick all of the boxes, but you are motivated and want to work with us, you are very welcome to apply. We embrace diversity and hire people based on their ability to perform a job. People of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status are welcome at doinstruct. _ For questions or remarks please reach out to our Talent Acquisition Manager, Leonard, at leonard.mielke@doinstruct.com.