Technical Product Specialist

Job Description Our division builds and scales zvoove's newest product lines. As Technical Product Specialist you are the technical centre of gravity between customers, L1 support, our product teams and external partners. You own the hard cases, the ones L1 cannot close and the product teams should not have to chase. And you make sure they stop coming back. You get four products, real ownership and direct influence on the roadmap. What you find becomes what we fix. Elevate is small enough that your work is visible and fast enough that it matters within weeks, not quarters. Your tasks Own complex support (L2/L3) Resolve escalated cases across our product lines as the interface between L1 support, product teams and customersRun deep root-cause analysis, including code-level investigation with AI toolingHandle data pipeline failures, user permissions and role concepts, filters, dashboards and AI chatbot issues on our data and analytics productSupport migrations from legacy document management systems, including select complex migration cases Run factoring operations Steer day-to-day processes with our factoring partners: go-live dates, data transfers, new debtors, error resolutionReview, document and reconcile commission statements, and clarify discrepancies with partnersOwn end-to-end customer onboarding: access, master data, partner communication and e-invoicing adjustmentsCoordinate support cases and escalations between customers, factoring partners, the relevant product team and Customer Support Make problems structural, not repetitive Translate recurring cases into product improvements, knowledge base updates and proactive customer communicationDefine and implement preventive measuresContinuously improve and standardise our support processOwn and evolve our Jira Service Management configurationMonitor systems and catch issues before customers report themBuild and maintain runbooks, technical guides and troubleshooting documentationHold the line on agreed response and resolution times Enable others Train L1 support teams across our country organisations on new features and known gaps Your profile Several years in technical support, support engineering or technical product operations for a B2B SaaS productA genuine debugging instinct: you read logs, follow data flows and are comfortable in a codebase, even if you don't write production codeConfidence with SQL, APIs and integration topicsExperience coordinating external partners or service providers, ideally in a financial or payments contextStrong written communication in German and English, and the judgement to know what a customer needs to hearA process mindset: you document, standardise and automate rather than becoming the single point of knowledgeBackground in factoring, payments or e-invoicingExperience with DMS or document management migrationsHands-on experience with AI-assisted analysis and debugging workflows Your benefits Work across AI-powered SaaS and cloud-native products, use modern AI tooling daily, and shape pragmatic infrastructure that helps teams ship faster and more safelyCollaboration in an empathetic, appreciative team with room to contribute ideas and take ownershipIndividual development opportunities, structured onboarding, and interdisciplinary collaborationFlexible working models including hybrid work, home office, and mobile workingA modern tech environment and agile ways of workingAdditional benefits such as pension plans, health offers, and employee discounts I look forward to receiving your application Svenja Krüßel D-49835 Wietmarschen-Lohne Tel.: 0170-7888740 E-Mail: career@zvoove.com Jetzt bewerben!