Tech Support Engineer

Keyloop
Prague
Workplace: HybridFull timeCZK 587,340 - 717,860 annuallyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Communication","Mentoring","Analytical thinking","Teamwork"]

Provide Tier 3 technical support for escalated software cases, investigating root causes and resolving complex platform issues using strong analytical and programming skills. Mentor and coach Tier 2 support analysts, document resolution steps via KCS, and introduce new products into the support function. Own platform availability, latency, performance, monitoring, alerting, and emergency response, partnering with engineering to implement improvements.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Keyloop
Keyloop
2 days ago

Tech Support Engineer

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Provide Tier 3 technical support for escalated software cases, investigating root causes and resolving complex platform issues using strong analytical and programming skills. Mentor and coach Tier 2 support analysts, document resolution steps via KCS, and introduce new products into the support function. Own platform availability, latency, performance, monitoring, alerting, and emergency response, partnering with engineering to implement improvements.
Location: Prague
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Mentor Tier 2 Support Analysts to ensure accurate investigations and timely case closure.
  • •Investigate complex product/platform issues, identify root causes, and drive resolution steps documentation via KCS.
  • •Lead troubleshooting for platform services including rollback/restore to maintain high availability.
  • •Own monitoring, alerting, debugging, and capacity/performance management (availability, latency, performance, efficiency, change management, emergency response, capacity planning).
  • •Collaborate with engineering and technical escalation teams to implement performance and reliability improvements and communicate scheduled service/functionality changes to stakeholders.

Pay and Benefits

Salary: CZK 587,340 - 717,860 annually

Key Requirements

  • •Mentor Tier 2 Support Analysts by investigating calls accurately and ensuring problems’ causes and symptoms are identified and resolved.
  • •Analyze and resolve complex product issues using analytical, technical, or programming skills.
  • •Respond to customers with empathy while handling operational pressures and deadlines.
  • •Document solutions and create written guidance on resolution steps using the Knowledge Centric Service (KCS) process.
  • •Perform initial troubleshooting for Platform services, including rollback and restore, while supporting production readiness and performance improvements.
Experience:Platform servicesAutomotive technologyTechnical support
Skills:Problem-solvingCommunicationMentoringAnalytical thinkingTeamwork
Tech Stack:C++Visual BasicJava.NETUNIXJenkinsBambooCI/CDKCS

Company Brief

Keyloop
Provides dealer management systems and software solutions for automotive retailers and manufacturers, covering sales, service, parts, and connected retail tools to streamline dealership operations and digital customer experiences.
Industry: Automotive
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Belfast, United Kingdom
Founded: 2018
WebsiteLinkedIn