(Junior) AI Support Engineer (m/f/d)

About Blockbrain

For mid-sized companies, knowledge is the last real competitive lever. Yet knowledge gets stuck in tools and SharePoint folders — or disappears when experts leave. While IT is still planning, employees are already using ChatGPT and the like — without governance, and sensitive data is leaking out.

With the Knowledge Bots platform, Blockbrain creates what companies truly need: AI-powered knowledge management that is quick to implement, flexibly scales, and operates in a compliant manner. Teams use our GenAI building blocks to build tailored AI assistants, agents, and workflows in minutes — just like Lego.

• Series A funded with strong growth momentum (10x product usage & 5x revenue in 2025)

• Enterprise clients such as Roland Berger, Bosch, IONOS, and Harting from industries including manufacturing, finance, and legal — sectors with the highest security requirements

• ISO 27001 certified, EU AI Act ready. Made in Germany.
  
  

Your Role & Responsibilities

Classical support resolves tickets. We build systems that stop tickets from being created in the first place. The AI Support Engineer owns the design, build, and continuous improvement of Blockbrain’s AI-first support layer — combining AI, automation, and product thinking into a support system that scales with the business.

This is not a ticket-queue role. You will architect intelligent support systems, build LLM-based agents, and work at the intersection of customer experience, product quality, and engineering to make support smarter, faster, and smaller over time.

• Own the AI-first support stack end-to-end: Set up, operate, and continuously improve the support infrastructure, with Intercom as the core operating layer and Fin AI as a key lever for quality and automation.
• Design and deploy AI agents: Build LLM-based agents for support, self-service, routing, and triage use cases.
• Connect systems and context: Work with MCPs, APIs, and integrations to make tools, data, and knowledge structurally accessible for AI.
• Improve routing and workflows: Optimize ticket routing, prioritization, handoffs, and support flow logic.
• Turn support patterns into product improvements: Analyze recurring cases, identify root causes, and drive durable fixes instead of one-off patches.
• Build scalable support knowledge: Turn recurring issues into clear, reusable documentation and improve the knowledge base over time.
• Partner cross-functionally: Work closely with Product, Engineering, Customer Success, and other teams to deliver the best possible customer experience.
• Strengthen support operations: Help create a support system that becomes more efficient, more automated, and more self-service driven over time.

AI Skills

• Prompt engineering and quality assurance: Create, test, and refine prompts so outputs are reliable, well-structured, and fit the support use case.
• MCPs, APIs, and integrations: Understand how to connect systems so AI has access to the right context and can act on it reliably.
• AI agents, automation, and knowledge workflows: Build workflows that deflect tickets, automate recurring tasks, and turn support learnings into reusable knowledge.

We are not looking for AI researchers — we are looking for engineers who treat AI as a power tool and use it before doing things the slow way.

Your Profile

• 2+ years of experience in technical support engineering, support operations, customer success engineering, or a related role.
• Strong systems mindset: You think in workflows, root causes, and scalable solutions — not just in individual tickets.
• Hands-on with support tooling: You are confident working with ticketing systems, APIs, logs, and structured debugging.
• Practical AI experience: You have worked with AI tools, agents, or automations, and MCPs or similar integration concepts are a plus.
• Clear communicator: You can explain technical topics clearly to both technical and non-technical stakeholders.
• Fluent in German and English: You communicate confidently in both languages, written and spoken.
• Customer-facing and collaborative: You are comfortable speaking with customers about bugs, ticket status, and technical issues.
• Proactive and organized: You work independently, stay resilient in a fast-moving environment, and keep multiple initiatives on track.

What Blockbrain Offers

• Flexible Work Models: Full-time position on-site in Munich or Stuttgart (3 days per week) with flexible working hours.

• Benefits: Deutschland-Ticket, Wellpass fitness membership, access to the latest AI tools, and regular company and team off-sites.

• Top Team: International team with exceptional talents.

• High Growth Potential: Steep learning curve in a fast-growing AI startup. A high level of personal responsibility and the freedom to actively shape processes.

• Top Equipment: MacBook, iPhone, headset, and all the tools you need to perform at your best.

Blockbrain is an equal opportunity employer. We celebrate diversity and are committed to an inclusive work environment.