Technical Customer Success

• Own technically difficult cases from the live customer base end to end, to a verified root cause
• Diagnose across platform behaviour, ERP behaviour, master data and process logic
• Determine and implement the appropriate fix: configuration, data, process or an engineering case
• Stabilize accounts with deteriorating health scores and return them to proper operation
• Drive initiatives that permanently reduce support effort and improve customer experience, including diagnostics, customer-facing self-service and assistants
• Act as the counterpart to Product and Engineering, providing evidence that can change priorities
• Identify structural problems across customers and push for lasting solutions
• Build diagnostic tooling, patterns and documentation that increase team capability
• Mentor interns and earlier-career colleagues and raise the technical bar
• Support Consultants and Customer Success Managers on the technical substance of escalations
• Work on live, challenging systems after go-live; integrations and go-lives are owned by other teams

Senior Customer Success Engineer

• Answer incoming customer requests through the support channel
• Own incidents end to end: investigate, resolve, and confirm the issue is fixed
• Investigate workflows, documents, or postings that did not behave as expected
• Adjust configuration when appropriate
• Recognise larger problems and escalate them with proper evidence
• Join customer calls to resolve urgent issues as experience grows
• Drive initiatives beyond the support queue to improve scalability
• Document learnings for future team members

Customer Success Engineer – Internship

• Build and launch Mozilla’s first B2B support operations capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes.
• Own external support vendor relationships end to end, including future vendor selection and contracting support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
• Create and maintain vendor training, support playbooks, standard operating procedures, quality frameworks, knowledge materials, and coordination with product teams for release-readiness plans.
• Forecast customer demand and support capacity, balancing staffing, coverage, language needs, service quality, cost, and business growth; recommend when to expand into new geographies or service models.
• Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost.
• Hold vendors accountable for performance, identify service gaps, and lead corrective-action and continuous-improvement plans.
• Own Mozilla’s operational enterprise escalation framework and manage operational handoffs between vendor agents and Mozilla teams so complex issues reach Engineering, Product, Security, or business partners with sufficient context and urgency.
• Lead the operational response to major B2B incidents, coordinating vendor execution, engineering engagement, customer and leadership communications, resolution, and post-incident review.
• Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other teams to align customer commitments with operational capacity and improve the support experience.
• Participate in customer-facing meetings to understand operational challenges, explain support processes, gather feedback, and strengthen the customer support experience.
• Translate support trends and customer feedback into actionable insights, improving customer journeys, products, documentation, processes, tooling, automation, and responsible uses of AI while helping define Mozilla’s future B2B support organization.

Technical Customer Success jobs in Germany

Senior Customer Success Engineer

Customer Success Engineer – Internship

Staff Technical Support Manager – Enterprise