Support Engineer (Working Student) - m/f/d

Help Us Change the Way the World Works Build something that matters. Langdock exists to change the way the world works, bridging the gap between what technology can do and what people actually do with it. We bring all leading AI models into one secure, model-agnostic platform and make them usable across entire organizations. Over 10,000 companies use our platform every day, from fast-growing startups to some of Europe's largest enterprises. Their employees open Langdock to draft strategies, analyze documents, or automate workflows - helping them to work smarter, think more creatively, and reach their full potential. About the Role Customer support is where our platform meets the real world. Operating a complex enterprise AI platform means dealing with nuanced technical setups, API integrations, deep compliance and security requirements, and permission architectures across large organizations. As a Support Engineer (Working Student) , your primary mission is to keep our customers unblocked and happy. You will be a daily anchor in our support queue - answering technical questions, troubleshooting edge cases, and resolving customer tickets directly. Because you are present in the queue every day, you will develop a sharp eye for recurring friction. Alongside daily ticket resolution, you will raise concrete bugs to engineering, contribute to internal documentation, and help refine our AI-driven support tooling over time. This is a long-term working student role (ideally 12+ months) requiring 20 hours per week, distributed across 5 days (Monday–Friday, ~4 hours/day) 100% on-site in Berlin. What You Will Do Front-Line Customer Support (Primary Focus): Spend the vast majority of your daily hours in the queue, handling customer tickets end-to-end across model quirks, API integrations, enterprise compliance, billing, and access control. Investigate & Troubleshoot: Dig into reported issues, reproduce bugs, test potential fixes, and communicate clear, empathetic, and accurate solutions to enterprise users. Raise Issues to Engineering & Product: Flag recurring user friction, document edge cases with clear reproduction steps, and surface bugs directly to engineering. Improve Support Operations: Suggest practical tweaks to our support workflow and test internal AI tooling to help resolve routine questions faster. You Might Be a Fit If… You have genuine excitement for front-line support: you take pride in helping customers, write with patience and clarity, and enjoy working through an active ticket queue. You can commit to 20 hours per week, distributed across 5 days (Monday–Friday, ~4 hours/day) working 100% on-site from our Berlin office. You have strong systems thinking and an analytical drive: you like breaking down tricky technical or operational problems logically and figuring out what’s actually happening under the hood. You demonstrate high agency and end-to-end ownership: you take responsibility for tickets from start to resolution, diagnosing