Technical Customer Support Manager (m/w/d)

We shape the future of Legal Tech!

At JUPUS – one of the fastest-growing Legal Tech companies in Europe – we revolutionize the work of lawyers through AI!

While our Customer Support Team handles general inquiries, product questions, and standard cases, you'll join us where it gets technical: with complex integrations, API topics, bugs, system behavior, and data-related questionnaires.

You're the technical instance in support – with direct interface to Engineering and Product.

Aufgaben

• You'll take on complex technical support cases (Level 2/Level 3) that go beyond classical product or application questions.
• You'll analyze API requests and responses, review logs, identify error sources in integrations, and reproduce bugs structured.
• You'll support law firms with the technical connection of JUPUS to existing office software – including debugging interfaces, authentication processes, and data transmissions.
• You'll work with tools like Postman, log tools, or monitoring systems to technically understand problems.
• You'll formulate precise bug reports for the Engineering Team (including reproduction steps, payload examples, error codes, system context).
• You'll prioritize technical escalations together with Product & Engineering and track their implementation.
• You'll recognize systematic weaknesses in integrations or processes and develop sustainable solutions instead of one-off fixes.
• You'll support the setup of a scalable technical support structure – including documentation, troubleshooting guides, and internal knowledge database.
• You'll function internally as a sparring partner for Support & Onboarding on technical questions.

Qualifikation

You don't develop features or write productive software. Instead, you bring:

• Solid understanding of modern software systems and APIs
• Study (Computer Science, Business Informatics, etc.) or comparable practical experience in the technical SaaS field
• Understanding of REST logic, HTTP status codes, authentication (OAuth, API keys), and JSON structures
• API calls test and understand (e.g., with Postman)
• Easy SQL queries execute or modify slightly
• Existing JavaScript-, TypeScript-, or Python scripts understand and modify minimally
• Focus on debugging and analysis, not feature development or practical software development

And you're…

• Analytical, structured, and prioritization-strong
• Technically on par with developers, understandable to customers

With…

• A startup mindset, high quality standards, and customer focus
• Interest in Legal Tech, AI & automation
• Fluent German and good English skills

Benefits

Why JUPUS?

✨ Grow with us: We offer you numerous opportunities for further development and the chance to completely rethink one of the oldest industries in the world with us!

🚀 Dynamic startup culture: Work in a motivated and collegiate team where everyone supports each other!

🏡 Flexibility: Home office and flexible working hours are part of our package!

🛠 Modern equipment: A current MacBook awaits you.

💪 Stay fit: We'll take over your Urban Sports Club membership!

Sounds like you? We're looking forward to your application!

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