Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing high-level technical assistance and solving complex product inquiries for Enterprise and SMB customers with an accent on data forensics, API troubleshooting, and root cause analysis. Focus on diagnosing bugs in collaboration with R&D and Product teams and serving as a subject matter expert on data methodology.

Location: Hybrid in Prague, Czech Republic

Company

A leading digital intelligence platform that provides comprehensive data and solutions to help businesses optimize their digital strategies.

What you will do

• Manage high-level escalations by partnering with Product, R&D, and Data teams to diagnose bugs and drive engineering priorities.
• Conduct data forensics and analysis to identify root causes and investigate discrepancies across diverse data sources.
• Act as the technical lead for REST and Batch API troubleshooting using tools like Postman.
• Serve as the definitive consultant on data methodology for Enterprise customers and internal GTM teams.
• Document reproducible bugs to empower the global support organization.
• Advocate for the user experience by suggesting new features based on customer feedback.

Requirements

• 1+ year of experience in a customer-facing technical role within the SaaS or Digital Marketing space.
• Native-level English proficiency (C2).
• Advanced Excel skills and basic SQL knowledge.
• Conceptual understanding of RESTful APIs and experience with Postman.
• Strong analytical mindset and ability to work independently in ambiguous situations.
• Must be located in or able to work hybridly from Prague.

Nice to have

• Experience with JIRA, Zendesk, or other support ticketing systems.
• Experience working within a DaaS (Data-as-a-Service) company.

Culture & Benefits

• Modern office in Prague equipped with snacks, drinks, and social spaces.
• Work-life balance: 5 weeks of vacation, an extra day off during your birthday month, and 3 sick days.
• Practical perks: Meal vouchers and a multisport card.
• Latest hardware: MacBook Pro M3.
• Financial growth: Employee stock options.
• Inclusive environment with diverse career growth opportunities across different departments.