SaaS Customer Support Specialist (EMEA)

Customer & Product Support Specialist (EMEA)

Location: Munich, Germany (on-site)

Who We Are

OptiSigns is on a mission to become the world’s #1 digital signage platform – and we’re well on our way. We already serve over 30,500 customers worldwide and have grown 125% year-over-year for the past three years. Our new Munich hub is the launch pad for our EMEA expansion, giving you a front-row seat – and real influence – as we out-innovate the market. If you’re excited by a fast-growing SaaS amazing Hardware company, with a global footprint, you’ll fit right in at OptiSigns.

The Role – What You’ll Do

As our Customer & Product Support Specialist, you’ll wear many hats. You’ll blend technical know-how with customer care – roughly 50% of your time solving technical problems, and 50% acting as a customer advocate and pre-sales advisor. In practice, this means you will:

• Drive Product Enablement: Conduct concise, value-driven product demos (video calls, live sessions, or on-site) to showcase the OptiSigns platform. You’ll also create self-service guides and short Loom video clips to scale your expertise across our user base.
• Own Onboarding & Adoption: Take charge of the crucial first 30 days for new EMEA customers. Manage onboarding checklists, KPI hand-offs, and “health check” calls. Monitor usage analytics to spot and nudge any lagging users before churn signals appear, ensuring customers get maximum value from OptiSigns.
• Provide Tier-1/Tier-2 Support: Be the front line of technical support for our European clients. Diagnose issues across digital signage hardware, networks, and software (Windows, Android, Linux). Apply Knowledge-Centered Support (KCS) principles so that every solved ticket enriches our help center and makes future support easier.
• Offer Pre-Purchase Guidance: Turn support moments into upsell wins. You’ll clarify licensing tiers, recommend the right hardware bundles and use-case solutions, and guide prospective customers—making sure they choose the OptiSigns setup that best fits their needs.
• Champion the Voice of the Customer: Act as the bridge between customers and our product team. Tag recurring pain points and feature requests, and file clear escalation tickets to Product Management. Your insights will help us improve the product and create better experiences, meaning you directly influence our roadmap.

Why this dual role? We believe the best support specialists are those who deeply understand the product and the customer. By combining customer support with product expertise, you’ll have a 360° impact – solving problems faster, building trust with users, and feeding real-world feedback into our product improvements. This hybrid skill set is key to your success (and ours!) in a lean, high-growth team.

Requirements – What You Bring

We’re looking for a tech-savvy, people-focused professional who can do both customer support and product support. To thrive in this role, you should have:

Must-Have Qualifications:

• Language Skills: Native-level German speaker (written and spoken), plus fluent English any other language is a plus.
• Technical Aptitude: Comfortable with A/V systems and general IT troubleshooting. Hands-on experience with SaaS platforms or content management systems, and familiarity with Android, Windows, and Linux operating systems.
• Tools Experience: Proficiency with support and CRM tools (e.g. HubSpot CRM, Zendesk or any modern helpdesk/ticketing platform).
• Problem-Solving Mindset: Curious, analytical, and calm under pressure – you stay cool when a live digital screen goes blank and methodically work towards a solution.
• Work Authorization: EU work permit and the ability to work from our Munich office five days a week (this is an in-office role at our EMEA hub).
• Travel Readiness: Willingness to spend 1–2 months at our Houston, TX headquarters for hands-on onboarding and training during your first quarter. (We want you to meet the team and immerse in our product from day one.)

Nice-to-Haves (Bonus Points):

• SaaS Support Experience: Experience supporting a self-serve SaaS product at scale (e.g. a platform with 50k+ monthly active users).
• Regulatory Knowledge: Familiarity with data privacy and security practices (GDPR compliance and ISO 27001 standards for customer data handling).