Senior CX Engineer - AI-Driven Tooling; Remote

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.

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

• 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/Type Script 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, Git Hub Copilot, or Claude Code
• Excellent collaboration skills and a customer-centric mindset, ideally with experience supporting operational or customer-facing teams