L2 Support Specialist

Quick Facts

• Role: L2 Support Specialist

Description

You will serve as a key link between products and customers by handling higher-level support requests, performing deep troubleshooting, and collaborating with internal teams to resolve complex cases. The role includes ticket management in Jira Service Desk, creating knowledge base documentation, identifying recurring issues for product improvement, and participating in an on-call rotation. Strong communication, troubleshooting skills, and SLA-focused efficiency are essential.

Responsibilities

• Respond promptly to customer inquiries via Jira Service Desk and other channels

• Diagnose and resolve advanced technical issues

• Work with L1 support, developers, and L3 experts to crack complex cases

• Document findings and write knowledge base articles

• Identify recurring issues and suggest product improvements

• Participate in an on-call rotation to support critical users

Requirements

• Czech (B2) + English (B2)

• Proficiency in Jira Service Desk (or similar ticketing systems)

• Strong ability to troubleshoot software and hardware issues

• Ability to explain complex technical solutions clearly

• Ability to multitask and prioritize to meet SLAs

• Team-oriented mindset in a fast-paced environment

• Flexibility for occasional work outside standard hours

• Previous L2 support experience is a major plus

Benefits

• Direct impact on the success of the ventures built

• Continuous growth and learning in an innovation-focused environment

• Transparent, agile culture with a “can-do” attitude

Hiring Process

• Screening call with recruiter

• Manager interview

• One-day bootcamp with the future team