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Night Shift Support Engineer

ApifyPrague
Remote Full-time

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Experience Level

Experience

Qualifications

To succeed in this role, candidates should have:Strong programming knowledge, preferably in JavaScript or PythonExcellent verbal and written communication skillsA passion for technology and problem-solvingExperience in customer support or technical support roles is a plusAvailability to work night shifts from 5 PM to 2 AM CET

About the job

Apify builds a platform for web scraping and browser automation, helping users extract insights and automate repetitive online tasks. Thousands of developers use Apify's cloud services to create and monetize web scraping tools through the Apify Store. Customers range from individual entrepreneurs to Fortune 500 companies. Every month, the platform supports data extraction from billions of web pages and automates millions of processes.

Role Overview

Apify is hiring a Night Shift Support Engineer to deliver customer support from 5 PM to 2 AM CET. This position handles both business and technical questions through chat and email, focusing on prompt and clear communication. The role is based in Prague, Brno, or can be remote within the Czech Republic. Programming knowledge and strong communication skills are essential, and evening work hours are required.

What You Will Do

  • Respond to customer queries and internal notifications using Apify Console, Intercom, and Slack.
  • Handle a mix of business and technical topics, including:
    • Business support:
      • Guide customers on subscription plan choices
      • Assist with invoices and billing questions
      • Explain Apify platform features
      • Process compensation requests from users
    • Technical support:
      • Help with integrations
      • Offer coding support for Apify API/SDK
      • Support users working with Apify-maintained Actors

How Support Works at Apify

An AI bot helps categorize incoming conversations by priority, so the team can meet different Service Level Agreements (SLAs). The main goal is to deliver high customer satisfaction and quick responses, with a strong focus on B2C support.

About Apify

Apify is an innovative company that specializes in web scraping and automation, striving to facilitate efficient data extraction and task automation for users everywhere. Our platform is trusted by developers globally, enabling a diverse range of users to harness the power of the web effectively.

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