Technical Support Engineer

🚀 Fast-growing SaaS scale up

🌍 Hybrid or 100% remote work from Europe or similar time-zone possible

🏠 Offices in Malaga, Prague, Bratislava

🌴 Unlimited Paid Time off

📝 Full-time / Contract

We are looking for a skilled Technical support engineer to join second-line support. In CloudTalk Support, we are not getting the same questions every day. You can expect that every ticket will bring you a completely new challenge and opportunity to solve problems you never encountered before. Every day is a chance to learn something new. 

What you’ll do:

• Investigate, diagnose, and recommend solutions for complex technical issues. 

• Troubleshoot, debug and determine steps to reproduce faulty behavior. 

• Answer technical support requests via ticketing system and if needed escalate tickets to the third line of support.

• Work closely with engineering and first-level support. Communicating your findings with the involved parties is an essential part of this role.

What we are looking for:

• You enjoy doing support and investigating technically challenging issues. We are looking for someone who has at least 1 year of experience in a similar position.

• You are a creative problem-solver who can easily make decisions and prioritize tasks in a fast-changing environment

• Your technical skills are advanced, which means you can read and interpret logs (Sentry, Elastic, Datadog, etc.), and you understand Rest API and network responses.

• You are good with data and proficient in SQL, which enables you to perform analysis of technical issues on large datasets.

• You have a basic understanding of programming language (doesn’t matter which one).

• You are excellent at (written) communication with both technical and non-technical people.

Nice to have: 

• Experience in the SaaS industry or previous work with communication platforms and CRMs (e.g.Hubspot, Salesforce, Zendesk, Intercom).

• Experience as a software developer.

• Experience with NoSQL databases.

What you'll gain:

• Experience in SaaS industry by working with international clients and key players in call centre area such as Glovo or Revolut.

• Improve your “techno-functional” ability to work hands-on with technology and demonstrate product.

• Improve your business and communication skills with the assistance of Cloudtalk communication coach.

• Hands-on experience with industries favorite CRMs and software solutions such as Hubspot, Salesforce, Zendesk etc.

• Improve your knowledge of industry best practices within development, software integration and business and sales strategy.

Why you’ll love it here:

• New benefit: Unlimited paid time off :-)

• You’ll be part of a great team building a world-class product

• Hybrid setup: you choose whether you want to work from our offices (Bratislava/Prague/Malaga) or completely remote

• Flexible working hours

• Your own MacBook

• Quarterly bonus depending on the performance of the company

• Referral bonus up to 3000 euros

• Team buildings and workshops

• Communications coach

• Birthday book of your choice

• Language courses

• Company merchandise

• We try to give back to the community by sharing our expertise whenever we can – Take a look at our blog for more info

• External Referral Program – Recommend a developer to people@cloudtalk.io and get a new MacBook (2000 eur value) after 3 months probation period