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.
YOUR RESPONSIBILITIES:
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- 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
REQUIREMENTS:
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- 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
OPTIONAL:
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- Basic knowledge of Linux operating systems
- Basic knowledge of databases
DETAILS:
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- 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
CONTACT:
Jan Bartosik
+420 732 710 518