L2 Support Specialist

Quick Facts

• Role: L2 Support Specialist
• Focus: Advanced technical customer support, troubleshooting, and collaboration

Description

You will respond to customer inquiries via Jira Service Desk, perform deep-dive troubleshooting, and collaborate with L1, developers, and L3 experts to resolve complex cases. You will document findings to build a knowledge base, proactively identify recurring issues, and suggest product improvements. You’ll also join an on-call rotation to ensure critical users are supported.

Responsibilities

• Respond promptly to customer inquiries via Jira Service Desk and other channels
• Diagnose and resolve technical issues
• Collaborate with L1 support, developers, and L3 experts
• Document issues and create knowledge base articles
• Identify recurring issues and propose product improvements
• Participate in an on-call rotation

Requirements

• B2 Czech and B2 English
• Technical mindset for troubleshooting software and hardware issues
• Proficiency in Jira Service Desk (or similar ticketing system)
• Clear communication of complex technical solutions
• Ability to multitask and prioritize to meet SLAs
• Team-oriented, fast-paced collaboration
• Willingness to work occasional hours outside standard schedule
• Previous L2 support experience is a major plus

Benefits

• Impact on the success of ventures
• Continuous learning in an innovation-driven environment
• Transparent, agile culture with a can-do attitude