Support Engineer

About the Job

We are looking for an ambitious Support Engineer to join our dynamic and young team. You will have the exciting opportunity of gaining valuable experience in a start-up environment and contribute to reducing 4.4% of global CO₂ emissions.

Job Role Summary:

You will be the interface between our Software Engineering organization and our Customer Success team, working closely with our customers to support them in using our product to successfully steer large device fleets and trade on the electricity markets. You will work with customers to resolve their questions and potential edge cases that they could run into considering the complex nature of the problems we’re solving.

In this role you will troubleshoot processes using your software and systems engineering skills, and capture information that can be useful for our developers to find and deliver solutions as quickly as possible. You will quickly get a deep understanding of our platform and our tech stack deeply as you dig into it to find the information our team needs to provide our customers with the best quality support and our internal teams with great insights. You will be working with tools like Kubernetes, Python, PostgreSQL and our observability and application performance monitoring stack as part of your day to day.

As a Support Engineer, you will work directly with our engineering department and contribute to the development and success of our customers, their customers - households and businesses, and our software engineering teams. This role will allow you to grow while making a tangible impact on the global push for CO₂ neutrality.

Key Responsibilities

As part of your role at Podero, your responsibilities will include:

• Resolve issues: Collaborate with the Customer Success team to investigate, diagnose, troubleshoot, and resolve customer issues, ensuring they gain the most value from our platform.
• Incident reporting and resolution strategies: Provide detailed and well-structured reports to the development team, highlighting potential bugs, issues found in our products, and suggesting improvements.
• Performance and stability optimization: Monitor platform performance and stability using observability tools like Grafana, Sentry, and Prometheus to identify and resolve issues proactively.
• Issue analysis: Conduct root cause analysis for reported performance and stability incidents and escalate critical issues to the appropriate teams for resolution.
• Customer documentation: Contribute to improving the support process by identifying recurring issues, documenting resolutions, and creating customer-facing knowledge base articles.
• Testing and validation: Assist in testing and validating bug fixes, patches, and new product features to ensure optimal functionality before release.
• Collaboration with engineering and product teams: Partner with internal teams to provide insights based on customer feedback and observed trends to enhance the platform.

Desired Experience

You have proven experience in SRE (Site Reliability Engineering) for a B2B technology company in:

• Systems Operations & Administration: 2+ years of hands-on experience managing and troubleshooting Linux systems and containerized environments.
• Software Monitoring & Observability: Proven experience using tools like Grafana, Sentry, and Prometheus for system monitoring and incident resolution.
• Experience working on client-facing support roles: 2+ years in a customer support role, with a focus on technical troubleshooting and issue resolution in complex software systems.
• Incident Management: Familiarity with ticketing systems and workflows for managing customer support cases effectively.
• Track record of working with a complex software product and little guidance in a fast paced environment (startup or similar).

We care about your ability to deliver great work and to be best-in-class in your specialization. We don’t expect you to be an expert in every subject right away as we work at the intersection of several disciplines. However, we expect that you are eager to learn and able to find great solutions to challenging problems.

Qualifications & Preferred Skills

Recommended or desired qualifications you would need to fulfill this role:

• 2+ years of software engineering experience, ideally in a startup.
• Familiarity with cloud based environments, preferably Google Cloud Platform
• Using observability and APM tools like Grafana, Sentry, Prometheus
• Experience with our tech stack: Knowledge of Linux, Kubernetes, Python, PostgreSQL, Redis
• Excellent communication and collaboration skills, with a customer-centric approach to problem-solving. You work well across diverse teams, present ideas clearly and get buy-in.
• Pragmatic approach to delivering fit-for-purpose solutions that balance simplicity and effectiveness, avoiding needless complexity.
• Familiarity and Drive to leverage new technology (like generative AI) to streamline and improve processes.
• Passion for Climate Tech and making a measurable impact on the environment.
• Self-Motivation with a continuous drive to improve processes and learn from best practices.
• Familiarity with the Energy Sector or utilities industry is a plus but not required.

• Mission-Driven Work: Help reduce 4.4% of global CO₂ emissions by contributing to the transition towards a more sustainable energy grid and strengthening Europe’s energy independence.
• Young and dynamic environment: Flat hierarchies and a fun workplace—we’re a young team that gets along great!
• Learning / Professional Growth: Join a fast-paced, early-stage startup with significant learning and career advancement opportunities. Access to a strong network, including investors and key stakeholders in the energy and tech industries
• Startup experience: Experience firsthand how top companies create value from 0 to 1 while outpacing their competition and creating real-world value.
• Employee stock options: Benefit from the company's growth next to a competitive salary.
• Off-sites and travel budget: Regular Team Events and exciting off-site experiences all across Europe. Travel budgets for customer visits, conferences, and industry events.
• Work Flexibility: Remote or hybrid work options with the ability to work in our Vienna office.
• 25 Days of Annual Leave
• Off-sites and travel budget: Regular Team Events and exciting off-site experiences all across Europe. Travel budgets for customer visits, conferences, and industry events.
• Additional Perks: MacBook, plus any equipment (AirPods, etc.) you might need to get your work done as effectively as possible. Snacks, coffee, and fruit at the office.

About Us

Energy suppliers face many challenges in their B2C business, including low margins, low differentiation of their electricity offers, emerging market players, unprofitable electricity trading, and limited IT resources.

Podero is a software platform for utilities that reduces the energy cost of flexible consumer devices like heat pumps, EVs and chargers, inverters, and home batteries by over 25%. Utilities roll out Podero using our white-label web app or integrating our API into their apps. Podero steers devices based on consumers’ PV production, fluctuating spot electricity prices, and the grid-stabilizing balancing energy markets. Podero enables utilities to trade the aggregate device power on the energy markets, ensuring a win-win situation for both utilities and consumers.

Customers of Podero include E.ON, TotalEnergies, oekostrom, KELAG, and more.

Mission

Our vision is to accelerate towards a world of abundant clean energy 🌍 How? By creating the most profitable trading software for electric devices (Distributed Energy Resources).

We are solving one of the most fundamental problems of the electricity grid caused by the rapid consumer adoption of Distributed Energy Resources like heat pumps, EVs, and batteries, and the simultaneous exponential growth of renewable power generation. Renewables like solar and wind cause spikes in production, while Distributed Energy Resources cause spikes in consumption — unfortunately, mostly at opposite times.

We balance supply and demand in electricity markets by utilizing existing consumer devices as energy storage. Each time we shift the electricity use of consumer devices to match supply and demand, our software makes profitable trades, benefiting consumers and utilities. This balances the grid, which means that more consumers can use CO2-friendly Distributed Energy Resources and more renewables can be brought online.

In short, we are giving Podero back to the people!⚡️

Our Culture

Podero is a group of relentless operators and driven domain experts who genuinely care about what they do. We all rally around the mission of decarbonizing electricity and feel proud about building an inspiring product. We value pragmatism, sharp focus, quick iterations, failing fast, and connecting our daily tasks to our mission. We are driven by customer obsession, working closely with customers to uncover what is true in our market, gathering frequent feedback, communicating openly, and building solutions that truly meet their needs. We value bias for action over perfectionism and overplanning and look for passionate individuals who complete their work with urgency and curiosity. We value learning on the job, learning from colleagues, customers, mentors, and competitors. We ensure everyone can collaborate transparently with trust, radical candor, and conscientiousness.

We encourage applications from people of all backgrounds and are committed to fostering a diverse and inclusive workplace.