At SPREAD, we enable engineering teams at leading companies to navigate the complexities of software-defined vehicles and products. Our platform transforms intricate engineering and software data into actionable Engineering Intelligence, providing teams with preconfigured applications and AI agents to access and apply critical product knowledge more effectively.
Requirements
- Own the helpdesk end-to-end, covering intake, triage, internal routing, and customer communication.
- Implement automations, SLA policies, forms, and runbooks, and publish weekly, monthly, and quarterly KPI reports.
- Reproduce and resolve, route or escalate issues across product features, ETL pipelines, GraphQL queries, database traversals, and SQL scripts.
- Capture and follow up, if not provided by a user/client, evidence such as screenshots, videos, logs, and traces, and deliver clear Root Cause Analyses.
- Work with Product and Engineering to file high-quality bug reports, verify fixes, and close the loop with customers.
- Establish and evolve support operations, define SLA targets, escalation paths, incident communication templates, and internal ticket flows that scale with volume.
- Sync with Product and Engineering to gain a firm understanding of our products and tech stack to better reproduce/understand support requests and create CS function handbooks.
- Raise the bar on the helpdesk stack by refining queues, fields, and taxonomies, implementing automation rules, and connecting with status pages, analytics, and logging or telemetry where useful.
- Create and maintain knowledge base articles and runbooks with the Technical Writer to drive self-service and deflect tickets.
- Coach teammates on effective handoffs, and keep ticket hygiene high so reporting and trend analysis stay reliable.
- Watch for performance and scale risks in the knowledge graph, and partner with Engineering on pragmatic mitigations such as indexing guidance, caching strategies, and safeguards.
- Represent Support in customer communication and give clear and empathetic updates during investigations and after resolution.
- Track and report support and reliability KPIs to Product leadership and propose quarterly improvement initiatives based on trend data.
Benefits
- Attractive compensation + performance bonus
- Mobility budget (e.g. Deutschlandticket)
- Urban Sports Club membership
- 30 vacation days
- Workation options
- A volunteering day
- A €1,000 learning budget
