Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing high-quality technical assistance to customers of an agentic AI platform for revenue teams with an accent on troubleshooting, trend identification, and customer advocacy. Focus on resolving complex software issues, managing inbound support channels, and collaborating across departments to improve product stability.

Location: Hybrid: Must be based in or live in reasonable proximity to Prague, Czechia

Company

An agentic AI platform for revenue teams helping organizations automate workflows and optimize GTM strategies.

What you will do

• Manage inbound support via email, chat, and phone calls, as well as outgoing customer calls.
• Resolve technical issues and identify recurring trends to provide feedback for product investments.
• Educate customers on best practices to ensure they achieve their business goals.
• Collaborate with teams across different departments to champion the voice of the customer.
• Operate during the afternoon/evening shift (14:00-23:00 Prague time).

Requirements

• Bachelor’s degree or 1-3+ years of technical support experience, preferably at a SaaS company.
• Must be willing to work the afternoon/evening shift of 14:00-23:00 Prague time.
• Experience with technologies such as Zendesk, Salesforce, Slack, Twilio, or similar CRM/support tools.
• Excellent written and verbal communication skills.
• Strong sense of empathy and a high attention to detail in problem-solving.

Culture & Benefits

• 5 weeks of vacation and 5 annual sick days.
• Private medical care for the employee and spouse.
• 4% employer supplemental pension monthly contribution.
• Monthly allowance of 5,000 CZK for meal vouchers and personal expenses.
• Life insurance and opportunity to participate in the RSU program.
• Inclusive environment with active diversity and inclusion programs.