CX Expert Engineer
About Jimdo We exist to unleash the power of the self-employed - helping solopreneurs and micro-businesses thrive by doing what they're passionate about and removing the complexity of building lasting, successful businesses. Jimdo started in 2007 when three school friends built a website builder in a Northern German farmhouse to help everyone build a presence online. Today, we're a profitable, remote-first company with 220+ people from 50+ nationalities working across 15+ countries. We've helped build over 36 million websites to get online across the world. We're more than just a website builder. We're an AI-powered platform that helps self-employed people actually run and build successful businesses — from getting found online, winning customers and running their business with a peace of mind by knowing exactly what to do next to move forward. At the heart of Jimdo is a strong belief in personalized, data-driven guidance. Our platform combines design, business tools, and an AI-powered core that turns real customer data into clear insights and next steps helping our customers focus on what moves their business forward. Role Overview : As an Expert Engineer focused on Customer Support Tooling, you’ll own the end-to-end development and operation of systems that enable our Support organization to scale efficiently and deliver exceptional customer experiences. You’ll work closely with Support leaders, Product Managers, and Engineering teams to identify operational pain points, automate repetitive workflows, and build reliable tooling that reduces friction for both customers and internal teams. From Zendesk automations and integrations to customer-facing self-service experiences and AI-enhanced workflows, your work will directly impact support quality, efficiency, and customer satisfaction. This is a highly autonomous, high-impact role where you’ll help shape technical direction, mentor another engineer, and drive operational excellence across our support ecosystem. Your impact: Design, build, and maintain internal support tooling and customer self-service solutions Own and improve Zendesk configurations, workflows, automations, and integrations Build scalable integrations between support systems, product services, analytics platforms, and CRMs Partner closely with Customer Support teams to uncover operational bottlenecks and deliver impactful solutions Improve reliability, observability, and operational excellence through monitoring, alerting, testing, and documentation Use AI-assisted development tools to accelerate engineering workflows and improve productivity Mentor fellow engineers and contribute to technical leadership, design reviews, and engineering best practices What you bring: 8+ years of professional software engineering experience, including experience in senior or lead-level responsibilities Strong full-stack engineering skills with modern frontend technologies (React/TypeScript or similar) and backend systems (Node.js, Kotlin, Java, Python, or Go) Experience owning production systems end-to-end, including operational concerns and system reliability Familiarity with cloud infrastructure, CI/CD pipelines, and Infrastructure as Code tools such as Terraform Experience working with APIs, integrations, observability tooling, and data-driven decision-making Curiosity and enthusiasm for AI-assisted development tools like Cursor, GitHub Copilot, or Claude Code Excellent collaboration skills and a customer-centric mindset, ideally with experience supporting operational or customer-facing teams What we offer: Inspiring Mission: At our core, we are driven by a meaningful mission - to empower solopreneurs and small businesses to succeed and to contribute to the sustainability and vibrancy of the communities they serve. Flexibility and Trust: Our work environment thrives on flexibility and trust. We offer fully remote work set-up with opportunities for in-person collaboration. You can manage your working hours flexibly because we prioritize the results you deliver over the number of hours you put in. An International Diverse Team: Our team is a mosaic of over 248 individuals hailing from 50+ different countries and working across 15+ diverse locations. We take pride in our openness and inclusivity, with an Employee-led DEI Council and active ERGs that ensure everyone's voices are heard. Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and Hack Weeks, Deep Work Thursdays, conferences and access to technical eLearning platforms. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression. Competitive Benefits Package: Annual compensation reviews to ensure you're rewarded fairly. A remote office set-up bonus to enhance your workspace. An employee assistance program, offering resources and counseling. Plus, a perk that keeps giving: up to three free Jimdo websites for your personal or professional projects that you get to keep forever. Jimdo is proud to be an equal opportunity employer. This means that we don’t discriminate based on race or ethnic origin, color, the language(s) you speak, where you (or your parents) are from, or whether or not you consider yourself to have a disability. Neither will your age, gender, gender identity, sexual orientation, religion, beliefs, or political opinions play a part in your application with us. Our diverse team values and celebrates the uniqueness of each individual. We embrace differences and believe that they enrich our organization, making us stronger and more innovative. Join us, and let's continue to create a workplace where everyone can thrive, regardless of background or identity. By sending your application, you declare that you read and understand the Jimdo Applicant Privacy Policy Apply To This Job