Werkstudent Technical Support & Self-Service

About the role

As a student employee in Technical Support, you will support customers with the remote onboarding of smart energy devices and manage technical support cases independently. You will also take responsibility for a defined self-service area by identifying recurring issues, developing AI-supported workflows, and maintaining the knowledge base. This role involves analyzing technical error patterns and collaborating with product management and engineering to optimize support processes.

Responsibilities

• Manage technical support cases related to connectivity, heat pump control, PV, and battery systems.
• Analyze and diagnose technical errors by evaluating system data and logs.
• Develop AI-supported case classifications and agent workflows to improve self-service.
• Maintain and update the Salesforce knowledge base in coordination with the Customer Experience team.
• Report recurring issues to product management and engineering with prioritization recommendations.
• Document technical causes and support processes clearly and comprehensively.

Required skills

• Technical support
• Data analysis
• Troubleshooting
• AI
• LLMs
• Technical documentation
• CRM systems

Nice to have

• Salesforce
• Energy systems
• Heat pumps
• Photovoltaics
• Battery storage
• Prompting

Qualifications

• Currently enrolled student in at least the 3rd semester of Electrical Engineering, Information Technology, Energy Engineering, Mechanical Engineering, Industrial Engineering, Business Administration, or Innovation Management
• Practical technical experience through internships, previous student jobs, or personal projects

Benefits

• Flexible mobile office
• Modern office with roof terrace
• Dog-friendly office
• Monthly company events
• Training and professional development
• Employee discounts

About the Company

Thermondo is a leading German CleanTech company dedicated to making climate-neutral living accessible, affordable, and simple. They focus on electrifying and optimizing homes through heat pumps, photovoltaic systems, and wallboxes to contribute to a sustainable future.