Werkstudent Technical Support & Self-Service

About the role

As a student employee in Technical Support, you will assist customers with the remote onboarding of smart energy devices and manage technical support cases independently. You will analyze technical errors, document findings, and take responsibility for developing self-service content and AI-supported workflows to improve support processes. This role involves collaborating with product management and engineering to optimize documentation and service efficiency.

Responsibilities

• Process technical support cases regarding connectivity, heat pump control, PV, and battery systems independently.
• Analyze and diagnose technical errors by evaluating system data and logs.
• Document root causes clearly within the ticketing system.
• Identify recurring issues and develop AI-supported case classifications and agent workflows.
• Maintain the Salesforce Knowledge Base and support internal colleagues with technical inquiries.
• Provide prioritization recommendations to product management and engineering teams.

Required skills

• Technical support
• Data analysis
• Troubleshooting
• Technical documentation
• CRM systems
• Ticketing systems
• LLMs
• Prompting
• Automation

Nice to have

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

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 gained through internships, previous student work, or personal projects

Benefits

• Learning and development opportunities
• Corporate benefits
• Employee discounts
• Monthly company events
• Modern office with roof terrace

About the Company

Thermondo is a CleanTech company dedicated to making climate-neutral living accessible, affordable, and simple for millions of homes. They focus on electrifying and optimizing residential energy through heat pumps, photovoltaic systems, and wallboxes.