Tier 1 Support Engineer

Veeam, recognized as the global leader in data resilience, empowers businesses to take control of their data seamlessly, at any time and from anywhere. We specialize in providing comprehensive data resilience solutions through advanced data backup, recovery, portability, security, and intelligence. Based in Seattle, we serve over 550,000 customers worldwide …

D-ploy is a dynamic IT and Engineering Solutions provider operating across the EMEA region, including Switzerland, Germany, Czech Republic, Austria, the UK, and the USA.We pride ourselves on delivering cutting-edge IT services and solutions to top-tier clients, focusing on reliability, efficiency, and fostering long-term partnerships that enhance IT productivity and elevate business value.We are currently seeking an IT Onsite Support Engineer to deliver exceptional support to end-users in a professional and regulated environment in Prague.

About the Role Similarweb is looking for a Technical Support Engineer in Prague. This role focuses on helping clients resolve technical issues and get the most out of Similarweb's products. What You Will Do Respond to client inquiries and technical problems Walk users through troubleshooting steps Work to improve the overall client experience with Similarweb tools What Sets This Team Apart Join a group that values clear communication and practical solutions. The team works closely with clients to ensure their questions are answered and their issues are resolved quickly.

Laravel seeks a Technical Support Engineer based in the Central European Time (CET) zone to join the Customer Success & Support team. This remote position centers on helping developers overcome technical issues across the Laravel ecosystem, including Forge, Vapor, Spark, Envoyer, Nova, Laravel Cloud, and Nightwatch. Role Overview This role goes beyond scripted responses. It involves hands-on troubleshooting and technical guidance for developers. Expect to work directly with servers using SSH, analyze logs, debug Nginx configurations, trace PHP errors, and resolve DNS problems. Each day brings new challenges, and every interaction shapes the developer experience with Laravel. Why This Role Matters Laravel supports a vibrant developer community, with over 210 million downloads to date. The support team plays a key role in ensuring developers receive thoughtful, accurate help when they need it most. As Laravel expands its product suite, including Laravel Cloud and Nightwatch, the variety of technical questions continues to grow. The team values both technical skill and empathy in every customer interaction. What You Will Do Manage and resolve support tickets using Plain, the team’s ticketing system. Triage requests, prioritize by severity and SLA, and aim for first-contact resolution. Investigate complex technical issues, escalate when needed, and keep customers informed throughout. Debug issues in terminals, on servers, and within various configurations. Identify recurring bugs, frequently requested features, and documentation gaps, and share these insights with the wider team. Help improve the knowledge base and refine pre-prepared responses for future support. Success Metrics Maintain a customer satisfaction rating of 96% or higher. Resolve 80% of tickets on the first response. Meet 100% of SLA commitments. Document bugs and feature requests thoroughly for engineering review. This position is fully remote, with a preference for candidates in Prague or within the CET timezone.

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.

Pure Storage is hiring a Lead Technical Support Engineer in Prague, Czech Republic. This position blends technical troubleshooting with daily team leadership. The role centers on managing support operations, guiding engineers, and serving as the primary escalation point for complex incidents involving Kubernetes, Linux, and cloud infrastructure. Team Leadership and Operations Oversee the daily support queue, prioritize tickets, and assign tasks based on team strengths to keep workloads balanced. Monitor service level agreements (SLAs) to ensure response and resolution targets are met, including during shift changes and across regions. Mentor junior engineers by providing technical guidance and reviewing scripts or configurations. Act as the main escalation contact for unresolved tickets or dissatisfied customers before issues are passed to Engineering. Identify workflow gaps, update support procedures, and maintain the knowledge base and runbooks. Advanced Technical Troubleshooting Perform root-cause analysis using logs, traces, and dumps for platforms in VPC, private cloud, and on-premises data center environments. Resolve connectivity issues across firewalls, hybrid cloud setups, and Kubernetes clusters. Work closely with Engineering and DevOps to reproduce bugs, test hotfixes, and support product reliability improvements.

Join Collibra’s Exceptional Support Team Collibra is on the lookout for a dynamic Senior Advanced Support Engineer (L3) to act as the ultimate technical authority within our esteemed global support organization. As a pivotal member of this team, you will not only troubleshoot issues but also investigate complex problems, mentor our Customer Support Engineers, and serve as the final checkpoint before any ticket escalates to Product & Engineering. Driven by the pursuit of excellence in a rapidly scaling company, you are eager to delve into the depths of intricate bugs. Your focus on quality ensures that you know precisely what to test and how to effect change with assurance. At Collibra, our customers represent our “True North,” and our Support team is at the forefront of delivering this commitment to superior service! This is a hybrid role based in our Prague office. Our flexible working model allows you to work from the office at least two days a week, fostering connectivity and collaborative progress as a unified team.

Apify builds a web scraping and browser automation platform that helps users collect and automate web data. Thousands of developers worldwide use Apify’s cloud-based tools to run and share web scrapers, with many publishing their solutions on the Apify Store. The platform supports a range of customers, from solo developers and startups to large enterprises, processing billions of web pages and automating repetitive online tasks every month. Apify is hiring a Support Engineer for day shifts (8 AM to 5 PM CET) in Prague, Brno, or remotely within the Czech Republic. This role focuses on resolving customer questions and technical issues through chat and email. Support Engineers become experts in the Apify platform while helping users and businesses get the most from its features. Candidates with programming skills and strong communication abilities are encouraged to apply. What you will do Support Engineers handle a mix of customer inquiries and internal notifications each day. The team uses Apify Console for platform management, Intercom for customer tickets, and Slack for internal discussions. Types of inquiries you’ll manage Business-related: Help customers choose the right subscription plan Assist with invoices and billing Explain Apify features Process user compensation requests Technical: Guide users through integrations Provide coding support for the Apify API/SDK Support Apify-maintained Actors An AI bot helps categorize incoming conversations by priority, and the team responds according to set SLAs. The main goal is to improve customer satisfaction and keep response times low. Apify serves both business clients and end-users, with most interactions being short and focused in a B2C context.

Join our team as a Network Support Engineer (L2), where you will deliver exceptional second-line technical support to our clients. This role focuses on proactively identifying and resolving technical incidents and issues, ensuring that our clients receive the highest level of service. You will manage and resolve incidents of medium complexity, restoring client services through effective incident management and resolution strategies.Key Responsibilities:Provide remote technical support to clients, ensuring timely and effective solutions.Analyze and identify the root causes of incidents to prevent recurrence.Guarantee the resolution of incidents and fulfill service requests efficiently.Engage in performance evaluations, pinpoint performance issues, and recommend improvements.Handle high-impact or recurring incidents through a structured problem management process.

As a Network Support Engineer (L2), you will play a pivotal role in delivering exceptional second-line technical support to our clients. This position entails proactively addressing and resolving technical incidents while ensuring minimal disruption to service. You will manage incidents of medium complexity and strive for effective resolutions through your expert technical knowledge and problem-solving skills.Key Responsibilities:Deliver remote technical support to clients efficiently.Diagnose and identify the root causes of incidents.Guarantee prompt resolution of incidents and service requests.Engage in performance evaluations, pinpointing areas for improvement and suggesting actionable enhancements.Analyze recurring or high-impact incidents and manage them via a structured problem management process.

D-ploy is a cutting-edge IT and Engineering Solutions firm recognized across the EMEA region including Switzerland, Germany, Czech Republic, Austria, the UK, and the USA.We take pride in delivering innovative and superior services to an array of industry-leading clients. By fostering relationships and trusted partnerships in the IT community, we enhance our customers' IT productivity and contribute significantly to their organizational success.We are seeking engaging, adaptable, and solution-oriented individuals eager to join a dynamically growing and international organization. Our focus is on creating impactful value where IT matters—join our team!Responsibilities:Provide support for IT tools to end-users and project owners.Serve as the liaison between clients and appropriate resolution teams.Create and manage IT platforms on behalf of users and teams.Ensure timely responses to requests following established processes and SLAs.Conduct fault isolation and escalate issues as necessary.Utilize collaboration technologies such as Microsoft Teams and Webcasting.Escalate tickets to other support teams when required.Resolve incidents and requests on-site, including ticket closure.Document customer feedback and product requests.Assist in the creation of technical documentation and manuals.

We are seeking a dedicated Bilingual Customer Interactive Solutions Engineer (L2) to join our team in Prague. This pivotal role is focused on delivering exceptional second-line technical support to our clients. You will proactively identify and resolve technical incidents and challenges, ensuring that service is restored efficiently and effectively. Your expertise will be critical in managing medium complexity incidents and enhancing our clients' overall experience.Key Responsibilities:Provide remote technical support to clients.Diagnose the root causes of incidents.Ensure timely resolution of incidents and service requests.Engage in performance reviews, identify performance issues, and suggest improvements.Analyze recurring or high-impact incidents and manage them through the problem management process.

Role Overview SimilarWeb is looking for a Product Support Specialist to join the team in Prague. This role serves as the first point of contact for clients, guiding them through product features and helping them get the most value from SimilarWeb’s tools. What You Will Do Support clients by answering questions and resolving product-related issues Work with internal teams to troubleshoot and find solutions Share product updates with clients Gather feedback and insights from users to help improve SimilarWeb’s offerings Impact This position plays a key role in user satisfaction. By supporting clients and sharing their feedback, the Product Support Specialist helps shape future product improvements.

Join JetBrains, a leading global software development company, renowned for creating the most powerful developer tools worldwide. Since our inception in 2000, we have dedicated ourselves to delivering exceptional products that are utilized by over 11 million developers and 88 Fortune Global 100 companies. At JetBrains, we pride ourselves on our diverse culture, with over 2,500 professionals from various backgrounds working across Europe, the US, the Middle East, and Asia. If you are driven by meaningful work, seek to make a tangible impact, and thrive in a collaborative environment that encourages continuous growth, we invite you to be part of our team. We deeply value our customers, which is why we are excited to welcome a new Customer Sales Support Specialist to our friendly international team in Prague.

Role overview The Tier 1 Support Analyst - Accounts role at Keyloop centers on assisting clients with account-related questions and technical issues. As the first point of contact, this position helps users solve problems and ensures their experience with Keyloop products runs smoothly. What you will do Troubleshoot account problems and technical challenges for clients Guide users through solutions and respond to their questions Work to deliver a positive customer experience with Keyloop services Contribute to ongoing improvements in support processes Location This role is based in Prague, Czech Republic.

Please submit your CV in English Join a dynamic global SaaS firm that has recently secured a $28M Series B funding round! We offer structured mentorship and continuous upskilling opportunities. Our new office is located in the heart of Prague at Namesti Republiky. Enjoy a 5-day in-office schedule with the possibility of occasional remote work based on mutual agreement. Compensation includes a base salary ranging from 30,000 to 35,000 CZK gross/monthly, plus a monthly bonus of up to 20% based on your productivity and customer satisfaction metrics. Working hours are Monday to Friday, either from 14:00 to 22:30 or from 15:30 to 00:00.The Challenge AheadAs a vital member of our Customer Support L1 team, you will be the go-to person for customers encountering issues. Your main task will be to analyze, identify the root causes of problems, and provide clear and confident guidance to customers.We seek individuals who thrive on solving puzzles—those who can spot patterns, break down problems, and simplify complex technical issues for our customers.This role is ideal for tech enthusiasts:Basic computer troubleshooting is second nature to you.You feel at ease navigating system settings.You have a passion for understanding how technology works.You are willing to investigate logs, connection tests, and edge cases.No prior VOIP experience is necessary—we will provide comprehensive training. What is crucial is your logical mindset, curiosity, and problem-solving skills.Your ResponsibilitiesDeliver exceptional technical support through chat and email.Investigate call flows, connectivity issues, audio quality concerns, device configurations, and setup errors.Diagnose VOIP-related challenges, such as latency, jitter, firewall configurations, and ISP behaviors.Examine logs, replicate issues, and collect data for deeper analysis.Manage a high volume of inquiries with precision and attention to detail.Document troubleshooting processes and contribute to our knowledge base.Represent CloudTalk with empathy, clear communication, and a sense of ownership.Who We’re Seeking A Logical Thinker: You enjoy unraveling puzzles and identifying root causes, structuring your thoughts with clarity. Tech-Savvy & Curious: You are comfortable with system settings, connection tests, and eager to explore how features operate. While you don’t need to be an engineer, you should possess an inquisitive nature. Problem-Solver With Ownership: Your measure of success is based on issues resolved rather than the number of tickets closed. You are proactive, accountable, and aim for excellence. Strong Communicator: Proficient in English (C1 level); Spanish is a bonus. Team Player Who Values Knowledge Sharing: We cherish individuals who foster learning among peers—curiosity and collaboration are integral to our culture.Why Join CloudTalk? Be Part of an Innovative Global Tech Product: Support a modern cloud-based communication solution that is transforming customer interactions worldwide.

Veeam Software is the leading global provider of data resilience solutions, empowering businesses to maintain control over their data anytime, anywhere. With robust offerings in data backup, recovery, portability, security, and intelligence, Veeam safeguards the operations of over 550,000 customers worldwide. We invite you to join our vibrant team as we collaborate, innovate, and drive impactful results for some of the largest brands globally. The future of data resilience is bright - take bold steps forward with us. We are seeking a highly collaborative and articulate Customer Success Engineer who possesses exceptional organizational skills and a deep technical understanding of Veeam products. Your motivation to enhance customer success and outcomes will be crucial in this role. As the primary technical lead, you will drive long-term customer success across the Veeam Data Platform, managing onboarding, product adoption, and optimization. You will proactively assess churn risks, facilitate migrations, identify upsell opportunities, and leverage your expertise in disaster recovery and resilience (DR&R) to conduct recovery simulations, DRMM assessments, and quarterly resilience reporting to deliver measurable value to our customers.

The Unified Communications (Voice) Engineer (L2) is a pivotal role within our organization, responsible for delivering exceptional second-line technical support to our clients. By proactively identifying and resolving technical incidents, you will ensure seamless communication services. This role involves managing incidents of medium complexity and working diligently to restore service effectively.Key Responsibilities:Deliver remote technical support to clients efficiently.Diagnose and identify the root causes of incidents.Oversee the resolution of incidents and service requests.Engage in performance reviews, pinpointing areas for improvement and offering constructive suggestions.Review high-impact incidents and navigate them through the problem management process.

Join Keyloop, a leader in automotive technology, where we connect dealers, manufacturers, tech providers, and car buyers.At Keyloop, we empower automotive businesses to harness digital transformation through innovative solutions that enhance the car buying and ownership experience. Our advanced technology connects systems, departments, and locations, creating an open platform that drives the industry's future. As a Tier 1 Autoline Aftersales Support Analyst, you will play a vital role in delivering exceptional support services, crucial for achieving Keyloop's growth and profitability goals. You will be responsible for troubleshooting, diagnosing, and resolving issues while ensuring timely escalation when necessary. To thrive in this role, you must possess outstanding verbal and written communication skills, enabling you to engage efficiently with a global team, including customers, peers, and managers. Your resourcefulness, organizational abilities, and analytical skills will contribute to our mission of providing service excellence.