Senior Support Engineer | Europe Remote

📋 Description

• • As a Senior Support Engineer at n8n GmbH, you will play a pivotal role in ensuring our global user base, ranging from individual community members to large enterprise clients, receives an exceptional and seamless support experience. This role is crucial for maintaining customer satisfaction and fostering loyalty within our rapidly growing open-source workflow orchestration platform.
• • You will be at the forefront of technical problem-solving, diving deep into complex issues that arise within our platform, its extensive integrations, and the broader AI automation landscape. Your ability to diagnose, troubleshoot, and resolve these challenges will directly impact user productivity and their ability to leverage n8n for their critical automation needs.
• • A significant aspect of your role will involve close collaboration with our Engineering and Product teams. You will act as a vital conduit, escalating, triaging, and providing detailed insights on product issues to facilitate swift and effective resolutions. This cross-functional partnership is key to driving product improvements and ensuring a high-quality user experience.
• • You will develop and maintain comprehensive technical documentation, including FAQs, knowledge base articles, and troubleshooting guides. This content creation is essential for empowering users to self-serve and for scaling our support operations efficiently.
• • By identifying recurring issues and patterns in user inquiries, you will proactively propose and contribute to improvements in product reliability, performance, and overall user experience. Your insights will help shape the future development of the n8n platform.
• • Contributing to our vibrant and active community is a core responsibility. You will engage with users on community forums, answer their questions, share best practices, and help foster a collaborative environment where users can learn from each other and from your expertise.
• • You will be instrumental in documenting troubleshooting workflows and building internal playbooks for the support team. This will standardize our response mechanisms and enhance the efficiency and consistency of our support delivery.
• • Furthermore, you will actively contribute to the enhancement of our support tooling and the optimization of our resolution processes. This includes evaluating new tools, suggesting workflow improvements, and implementing solutions that increase support team productivity and reduce response times.
• • As a Senior Support Engineer, you are expected to bring a wealth of experience in solving intricate production issues and a proven track record of helping to scale support systems in a fast-paced technology environment.
• • You will gain deep expertise in the low-code and AI automation space, becoming a subject matter expert and helping to define and refine how n8n delivers world-class technical support. Your work will directly contribute to n8n's mission of empowering technical teams with the freedom of code and the speed of no-code.
• • This role offers a unique opportunity to be part of a defining moment in an incredible journey, contributing to a product that has garnered significant community traction and industry recognition, including over 650,000 active developers and builders and 145k+ GitHub stars.
• • You will be expected to investigate and reproduce complex technical issues across the entire n8n ecosystem, requiring a methodical and analytical approach to problem-solving.
• • Your role will involve understanding and troubleshooting issues related to n8n workflows, its vast array of integrations with third-party services, and overall platform performance, ensuring users can automate faster, smarter, and without limits.
• • You will be a key player in shaping the support function's evolution, contributing to strategies that enhance scalability and user satisfaction as the company continues its rapid growth trajectory.
• • The position requires a proactive mindset, identifying potential issues before they impact a large number of users and driving preventative measures.
• • You will leverage your technical acumen to translate complex technical problems into clear, actionable insights for both internal teams and external users.
• • This role is ideal for someone passionate about technology, eager to learn and adapt to the evolving AI and automation landscape, and dedicated to providing outstanding customer support.