Customer Support Specialist (Night Shift)

Quick Facts

• Role: 1st and 2nd level technical customer support for evening/night shift (6:00 PM–2:00 AM Prague time)
• Focus: Global customer support for a smart-building SaaS platform

Description

You will provide 1st- and 2nd-level technical support during the night shift, handling service requests, troubleshooting issues, and coordinating escalations to the right teams. You’ll communicate primarily via email, updating customers throughout incidents to ensure timely resolution according to SLAs.

Responsibilities

• Provide 1st-level technical support during the 6:00 PM–2:00 AM shift
• Handle customer requests and incidents daily and follow up according to agreed SLAs
• Identify and troubleshoot technical issues and escalate when needed
• Communicate clearly with customers via email during investigation and resolution
• Monitor and coordinate ongoing service requests toward resolution
• Learn and use integrated technologies (access control systems, mobile credentials, APIs, and other smart-building solutions)
• Collaborate with customers and teams across Product, Engineering, Sales, and Delivery

Requirements

• Previous IT customer support experience; tech-savvy with interest in SaaS
• Willingness to use AI tools
• Basic knowledge of IT and computer networks/TCP/IP is an advantage
• Team player and customer oriented
• Excellent English communication skills; Czech/Spanish/German are a big advantage
• Enjoy working night shifts

Benefits

• Flexible working hours and remote work possibility
• Part-time/Full-time upon agreement
• Smart HQ offices near Smíchovské nádraží subway station (Prague)
• Free parking (with shower)
• Dell/MacBook computer and company phone
• 5 weeks vacation and 6 sick days per year
• Free fruits and healthy snacks
• Company breakfasts, beer events, parties, and team-building sessions
• Free tickets to public events
• Multisport card