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Customer Support US

Permanent employee, Full-time · Boston

About us
LeanIX aspires to become the number one SaaS solution to modernize IT architectures. And we are on a good way. Hundreds of well-known brands such as adidas, Zalando, and Vodafone make better decisions in IT with LeanIX. 

But LeanIX is not just the product, it is also a great place to work. Colleagues from dozens of countries jointly make our vision reality. Yes, we have to work hard to achieve our ambitious goals. But we have everything to do so. We have invested a lot in a working environment that allows everyone to thrive. We believe in open access to leadership, transparent communication, personal development, a modern airy working environment, and that world-class teams deserve the best software stack money can buy.


The support team at LeanIX is a critical part of our present and future success, and we are looking for absolutely and only the best people out there with a passion for solving customer problems and questions. We take the success of our customers very seriously. We feel their joy. We feel their pain.
  • Provide initial response, operational assistance, and development of software workarounds and/or resolutions
  • Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies
  • Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success
  • Bring in the customer's voice to develop our product
  • Participate in root cause analysis and resolution of reported problems
  • Work closely with the Customer Success Manager (CSM) to maintain visibility and provide consistency to the customer
  • Ensure all issues are systematically tracked, escalated and communicated
  • Share resolutions internally, and with customers via the product documentation
  • Contribution to product documentation enhancement
  • Proactively communicate with customers and team members regarding status of customer inquiries or problems
  • Working with a state-of-the-art Customer Support tool
  • 2+ years of relevant work experience is desired
  • Strong written and verbal communication skills in English
  • Solid experience in problem analysis, resolution and debugging of software problems
  • Knowledge of HTML, CSS, Javascript (knowledge of other programming languages is a plus)
  • Team player who will innovate to continue improving the way LeanIX serves its customers
  • Passion for IT


Thank you for considering a career at LeanIX. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to

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English only Unsere Job-Beschreibungen sind nur in Englisch verfügbar. Da wir zahlreiche Unternehmen betreuen, die international aktiv sind, ist Kommunikation in Englisch wichtig für alle unsere Rollen. Deine Bewerbungsunterlagen können in Deutsch oder Englisch verfasst sein.
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