In this role, you will:

• Act as the first point of contact for customers using Scroll Sites, responding to incoming support tickets in line with SLAs and support standards.

• Investigate and troubleshoot issues by reproducing problems, reviewing logs or support data, and documenting bugs in Jira.

• Independently organize and conduct screen-sharing sessions with customers when deeper support is required. 

• Escalate complex or urgent cases to engineering, ensuring clear and structured communication.

• Contribute to and improve user-facing documentation based on recurring support cases and customer feedback.

• Capture customer requirements and feature requests clearly in Confluence, bringing the customer perspective into the team.

• Stay up to date with new product releases and features to provide accurate and confident support.

You’ll be a great fit if you bring:

• At least 2-3 years of experience in a customer support or customer success role, ideally in a SaaS environment, with the ability to work independently and take ownership.

• A strong service orientation — helping others at work genuinely makes you happy.

• Excellent communication skills in English and confidence interacting with customers via email, screen-sharing, and live conversations.

• A structured and reliable way of working, with strong attention to detail and a sense of responsibility.

Good to have:

• A basic understanding of web development and cloud technologies.

• Strong familiarity with the Atlassian ecosystem, especially Confluence

• Confidence in speaking and writing German