Support Engineer L1

Nov 13, 2023

We are looking for a Level 1 Support Engineer to help us with dedicated, constant support of our SaaS/PaaS/IaaS product in EMEA time zones. You will be a part of a front line team who interact with our Dev and DevOps teams, and act as an interface to the customer. We expect a positive and proactive approach, with a good grasp of the technical side of software solutions. People skills and easy going yet diligent approach are most welcome. You will be part of a fast-paced IT environment, and work with mature professionals and get a great chance to learn from them.

    • Perform Incident and problem management and take and active roles in those processes.
    • Perform preliminary technical analysis and investigation into incidents and problems
    • Proactive monitoring of our solutions, process alerts, and follow up on resolution
    • Receive all customer requests, and ensure they logged, tracked and resolved using the incident management tools
    • Maintain open and constant communication with customers on the progress and resolution of incidents and requests
    • Follow up with the internal resolution teams to achieve timely implementation of solutions
    • Populate the knowledge base with resolution information and knowledge objects
    • Ability to work in a fast-paced environment
    • Communicative and approachable with a customer-focused mentality
    • Basic knowledge of Cloud computing
    • Knowledge or experience with monitoring solutions
    • Basic or intermediate knowledge of Kubernetes
    • Working knowledge of Jira, Freshdesk, Slack
    • Experience using Google suite
    • Fluent in English
    • Fluent in Czech/Slovak is a plus
    • Basic knowledge of Linux operating systems
    • Basic knowledge of databases
    • Start 11/2023, ideally
    • Two rounds in the interview process
    • You can work from our office in Prague, Czechia or make it a full remote job
    • We do not provide visa or work permit support
Jan Bartosik
+420 732 710 518