Technical Support Engineer

Quick Facts

• Technical Support Engineer (customer-facing production troubleshooting)
• Language: Czech and English

Description

Investigate and troubleshoot complex production issues reported by customers across conversation intelligence, analytics, and CX automation products, including OmniAgent. This role is not a traditional helpdesk position—you own issues from triage through resolution by analyzing logs, tracing API requests, querying data, investigating connectivity, and troubleshooting infrastructure and telephony (SIP). Work closely with Engineering, Infrastructure, Product, and Solution Engineering teams and communicate findings to customers and internal stakeholders.

Responsibilities

• Own and troubleshoot customer-reported technical issues from initial triage through resolution
• Investigate issues across applications, APIs, integrations, databases, infrastructure, and telephony using logs, monitoring, queries, and other available data
• Reproduce issues and distinguish between configuration, integration, infrastructure, customer-side, and product problems
• Support automation workflows (conversation flows, agent configuration, API/backend integrations, telephony, connectivity)
• Support conversation intelligence and analytics (data ingestion and capture, transcription, search, scoring, redaction, dashboards, reporting)
• Troubleshoot voice and telephony problems using SIP signaling together with application and system logs
• Collaborate with Engineering and other technical teams on complex problems and production incidents
• Clearly communicate findings and contribute to documentation and support-process improvements
• Participate in after-hours/on-call rotation if needed

Requirements

• Experience in technical support, application support, systems administration, integration engineering, or similar technical role
• Strong troubleshooting skills; independently investigate unfamiliar problems, form hypotheses, gather evidence, and identify likely root cause
• Working knowledge of Linux, networking, and databases/SQL
• Experience working with REST APIs, HTTP, and integrations (requests/responses/status codes/authentication)
• Ability to work with application and system logs to trace problems across multiple components
• Working knowledge of VoIP and SIP (basic call flows and signaling for troubleshooting)
• Ability to communicate technical findings clearly to technical and non-technical audiences
• Strong ownership and follow-through until the issue is genuinely resolved
• Professional proficiency in Czech and English
• Bachelor’s degree in a technical field preferred or equivalent practical experience

Benefits

Work-life balance focused perks including maternity and paternity leave, ample holidays, fitness and health reimbursement, and tuition reimbursement; inclusive and equitable workplace commitment (equal opportunity employer).