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L1 Support Engineer

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.

What will be your key responsibilities:

  • 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

What experience should you have:

  • 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

Nice to have:

  • Basic knowledge of Linux operating systems
  • Basic knowledge of databases

What do you get in return:

  • 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

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