Support & Delivery Specialist

Quick Facts

Role: Support & Delivery Specialist for remote heat meter readings and digitization of work orders (ReadEn / EML Teplo)

Key focus: L2 support plus proactive delivery coordination with direct customer communication

Location/working model: Prague (Waltrovka), 3× per week on-site; otherwise home office; option for full remote with 100% availability

Description

You will take over operations and coordination of the ReadEn system that performs remote heat meter readings and digitizes technicians’ work orders. The role goes beyond ticket handling: you will combine L2 support with proactive coordination, propose improvements, monitor application and data flows, and manage incidents and releases while communicating regularly with the customer.

Responsibilities

• Receive and resolve customer requests (primarily via Jira; if needed via email and phone)
• Monitor the application (client and mobile) and remote readings, including data validation and data transmission to downstream systems
• Coordinate suppliers, infrastructure, and development teams for patches and updates
• Oversee incident, problem, change, and release management
• Test new versions, coordinate deployments, and support training
• Maintain regular customer communication, including weekly on-site status meetings every Friday
• Collect customer feedback, identify risks, and propose improvements
• Gradually take over the agenda of the downstream EML Teplo product that will replace ReadEn over a 2–3 year horizon

Requirements

• Minimum 2 years of experience in support/service (mid-level)
• Experience working with customers, ideally in an SLA mode
• Experience with a ticketing system (Jira or similar)
• Basic technical skills: SQL, XML, APIs
• Knowledge of MS Office
• Excellent communication skills and willingness to meet the customer in person
• Independence, ownership, reliability with deadlines, and analytical thinking
• Minimum secondary education

Benefits

• Real project with a clear future and room to grow into additional software applications
• Direct customer contact and independent work with full responsibility
• Stable background
• Daily support from colleagues via Slack/Teams and onboarding from the current agenda owner
• Start as soon as possible