Technical Support Engineer (Level 2)

Quick Facts

• Role: Technical Support Engineer (L2)

Description

You will handle L2 customer support requests by reading logs directly from customer installations, validating issues through database queries and REST API testing, and escalating to development with reproductions and clear descriptions when needed. You’ll monitor customer environments to catch problems early, manage SLAs and service contracts, and support billing preparation. You will also improve the support process by connecting tools, automating workflows, and maintaining documentation.

Responsibilities

• Resolve customer requests in YouTrack, including support for installations of Eaton’s strategic partner

• Investigate installation logs and identify where failures occur (Laravel, queue workers, journalctl on embedded devices)

• Verify hypotheses via database queries and APIs; provide reproducible evidence to development when necessary

• Monitor customer environments proactively using CheckMK and Sentry

• Track SLAs and service agreements and prepare information for invoicing

• Improve support operations with tool integration, automation, and Confluence documentation

Requirements

• 2+ years of technical customer support experience (L1 or L2), ideally for software with its own server application

• Practical Linux skills (SSH login, using tail/grep/journalctl, identifying processes, restarting services)

• SQL skills with MySQL/MariaDB to extract and verify data

• REST API experience: read Swagger docs and test endpoints with Postman or curl

• Experience with a ticketing system (YouTrack/Jira/Zendesk or similar) including SLA handling

• Czech C1/C2 and English for written technical communication

Benefits

• Salary: 50,000 to 75,000 CZK gross per month (or equivalent rate as an independent contractor)

• Contracting: full-time (HPP) or contractor (IČO), based on preference

• Claude Code license from day one

• AI tools used as a normal part of work

• Small team with real impact on how support works (no KPI ticket-factory approach)

• 5 weeks of vacation

• Multisport card (partially paid)

• Education and course support

• Optional team activities

• Hybrid work: 3 days in office near metro C Chodov; rest from home