Customer Reliability Engineer (m/f/d)
JuicyLemons · Berlin, Germany
About this role
This role involves owning technical support end-to-end, from investigation, reproduction, and resolution of complex issues. The engineer will build triage layers, internal support panels, and automation tools to eliminate support volume through code and AI. When support is quiet, the engineer will work on platform reliability, observability, alerting, and CI/CD within a hybrid cloud setup. The technical environment includes a Tauri-based desktop app, a TypeScript monorepo, TypeScript APIs, and a Cloudflare-style edge platform combined with GCP. The position is a core support-focused role with high ownership and fast-scaling AI company context.
Skills & technologies
Must have
- TypeScript
- CI/CD
- Cloudflare
- GCP
- Observability
- SRE
- Infrastructure
- Debugging
- Tauri
- React Native
- Expo
Nice to have
- AI-assisted development
- Agentic development workflows
Read full description
Platform & Support Engineer (m/f/d)
We're recruiting for a fast-scaling AI company in Berlin with a small team, real revenue, and high ownership.
They're looking for someone to own technical support end-to-end while building the automation and tooling to eliminate it over time. You'll be hands-on: debugging, investigating logs, reproducing issues, and helping users — then turning recurring problems into automated solutions. Not a backend role with occasional support. Support is a core part of the job, with the freedom to automate as much of it as possible.
Why this role exists
Ticket volume is down to about a fifth of last year, but the remaining issues are far more complex — from unusual hardware and desktop edge cases to ML, sync, and infrastructure problems. This role requires someone who can debug across the stack, not just route tickets.
When support is quiet, you’ll work on platform and infrastructure projects, building tools and automation to prevent future issues. You’ll become the first point of contact for technical support, designing smarter triage, self-service, deduplication, and automation along the way.
What the job actually looks like:
- Own technical support end-to-end — investigate, reproduce, resolve, and clearly explain user issues.
- Build the triage layer — prioritisation, deduplication, routing, and diagnostics from scratch.
- Own and improve support tooling — shape the internal support panel and build tools that speed up resolution.
- Work on platform & reliability when support is quiet — observability, alerting, CI/CD, and infrastructure.
- Close the loop with Engineering — identify recurring issues and fix them at the source.
The environment:
- Edge-first infrastructure, hybrid cloud setup (Cloudflare-style edge platform + GCP)
- Native-feel desktop app (Tauri-based), cross-platform mobile via Expo/React Native tooling
- A large, fully type-checked TypeScript monorepo — end-to-end typed APIs, modern ORM tooling
- A genuinely pleasant internal dev experience, with strong support for AI-assisted / agentic development workflows
- An in-house design system, so shipping isn't blocked on waiting for design
Who we're looking for:
- You enjoy support — solving user problems and communicating clearly under pressure.
- Production experience — strong in SRE/infrastructure, observability, cloud, CI/CD, and debugging.
- Builder mindset — you automate repetitive work with code, tools, or AI.
- Full-stack debugging — comfortable tracing issues across desktop, API, pipelines, and infrastructure.
- Systems thinker — you build scalable solutions, not just clear tickets.
- Fast learner — adaptable and excited by changing requirements.
