Support Engineer (f/m/d)

About the role

Taktile exists to create value for organizations through smarter and safer decisions at scale. Our goal is to become the world's leading software provider for automated decision-making in the financial services industry and, to date, our software has been used by our customers to power over 1’000’000 critical business decisions every day.

• Taktile is based in Berlin, London and New York City. 

• Taktile was founded by machine learning and data science veterans with extensive experience building and running production ML in financial services. 

• Our team consists of engineers, entrepreneurs, and researchers with a diverse set of backgrounds. Some of us attended top universities such as Harvard, Oxford, and Stanford and some of us have no degree at all. 

• Our team has accumulated extensive work experience at leading tech companies such as Google, Amazon, Meta, startups, and the enterprise software sphere. 

• Our backers include Y Combinator, Index Ventures, and stellar angels such as the founders of Looker, GitHub, Mulesoft, Datadog, and UiPath.

We’re backed by some of the world’s leading investors and show great traction with scale-ups and large enterprises across the financial services industry. We are looking to build on this success by growing our team across all seniority levels from software engineers, web developers, marketing and sales experts, and entrepreneurial business analysts.

That's where you come in.

As the new Support Engineer, you are central to our mission of transforming our customers' decision-making infrastructure, enabling them to optimize and automate complex, mission-critical business decisions. You will work closely with Taktile’s Engineering and Solutions Teams, ensuring our customers derive maximum value from Taktile while enjoying a top-tier experience. You will be a trusted advisor and technical problem solver, assisting customers in resolving the technical challenges they encounter after their initial onboarding.

ABOUT YOU

• You have at least 1-2 years of work experience, ideally within a Support or Solution Engineering / Client Delivery organization or a different technical role in a B2B SaaS company.

• You are collaborative and work well with your peers in Engineering, Product, and the Customer Success team.

• You are curious and customer-centric, deeply caring about the experience customers have while working with the Taktile platform.

• You enjoy solving technical problems and come up with innovative solutions to customer issues.

• You have knowledge of APIs and are proficient in Python and SQL.

• You demonstrate strong analytical skills and have a hands-on mentality.

• You have excellent communication skills in English and can communicate with a wide range of customer profiles (engineers, business analysts, risk managers).

What You'll Do

• Develop a deep understanding of the Taktile platform and the value it can unlock for our customers.

• Support our post-onboarding customers with technical problems.

• Work with our product and engineering teams to translate your knowledge of customer issues into product insights, ensuring customers can use Taktile to solve their business and technical problems.

• Build strong relationships with Taktile’s core users within customer teams.

• Create reusable collateral, best practices, tools, and automations within the Customer Success team.

Ideal, But Not Required

• You have acquired domain expertise in the financial services industry (banking, insurance, lending, payments, etc.).

• You have knowledge of AWS and can navigate AWS CloudWatch logs.

• You have experience with Retool.

• You communicate confidently in Spanish.

Our Offer

• Work with colleagues that lift you up, challenge you, celebrate you and help you grow. We come from many different backgrounds, but what we have in common is the desire to operate at the very top of our fields. If you are similarly capable, caring, and driven, you'll find yourself  at home here

• Make an impact and meaningfully shape an early-stage company

• Experience a truly flat hierarchy and communicate directly with founding team members. Having an opinion and voicing your ideas is not only welcome but encouraged, especially when they challenge the status quo

• Learn from experienced mentors and achieve tremendous personal and professional growth. Get to know and leverage our network of leading tech investors and advisors around the globe.

• Receive a top-of-market equity and cash compensation package

• Get access to a self-development budget you can use to e.g. attend conferences, buy books or take classes.

• Join us onsite in our inspiring office space in the heart of Berlin, London or New York

• Use the equipment of your choice including meaningful home office set-up. We do support fully remote set-ups.

Our Stance

• We're eager to meet talented and driven candidates regardless of whether they tick all the boxes. We're looking for someone who will add to our culture, not just fit within it. We strongly encourage individuals from groups traditionally underestimated and underrepresented in tech to apply

• We seek to actively recognize and combat racism, sexism, ableism and ageism. We embrace and support all gender identities and expressions, and celebrate love in its many forms. We won't inquire about how you identify or if you've experienced discrimination, but if you want to tell your story, we are all ears

About us

Taktile is building the world's leading software platform for running critical and highly-automated decisions. Our customers use our product to catch fraudsters, prevent money laundering, and expand access to credit for small businesses, among many other use cases. Taktile is already making millions of such decisions across the globe every day.

Taktile is based in Berlin, London and New York City. It was founded by machine learning and data science veterans with extensive experience building and running production ML in financial services. Our team consists of engineers, entrepreneurs, and researchers with a diverse set of backgrounds. Some of us attended top universities such as Harvard, Oxford, and Stanford and some of us have no degree at all. We have accumulated extensive work experience at leading tech companies, startups, and the enterprise software sphere. 

Our backers include Y Combinator, Index Ventures, and stellar angels such as the founders of Looker, GitHub, Mulesoft, Datadog and UiPath.