Technical Customer Support Specialist (Level 2)

We're NODI, a Berlin-based consumer electronics startup. We build the NODI Flip, a screen-free audio device for kids, with Spotify integration, voice messaging, offline content, and optional LTE. Our mission: give children music, audiobooks, and a connection to their family without putting them in front of a screen.

As our Technical Customer Support Specialist (Level 2), you're the technical backbone of our support team, the person who takes over when things get tricky.

http://www.nodi.kids

Tasks

• Diagnosing and resolving technical cases: failed firmware (OTA) updates, WiFi and LTE connectivity issues, app pairing, Spotify integration
• Deciding whether a device can be fixed remotely or needs replacement, and owning the replacement process
• Escalating reproducible bugs to our engineering team with clean, structured documentation they can act on directly
• Answering tickets in our helpdesk in German and English, friendly, clear, and in the informal tone parents know us for
• Maintaining and expanding our Help Center and reply templates so Level 1 and our AI-assisted drafts keep getting better
• Working with AI tools that pre-draft replies, your job is increasingly to review, improve, and solve the hard cases, not type on an assembly line.

Requirements

• Experience in technical customer support (Level 2 or comparable), ideally with hardware or IoT products
• Genuine technical depth: you troubleshoot systematically and can explain technology in a way stressed parents understand
• Very good written and spoken-level German and English
• Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)