L2 Solution Support Engineer – Multilingual (English&Italian) - Prague/Hybrid

Popis pracovní nabídky

We are looking for a Solution Support Engineer (L2) to join our international support organization, providing technical and functional assistance to global enterprise customers.
You will be part of a team of approximately 12–15 engineers, working in a fast-paced, customer-focused environment supporting multiple business units from our Prague hub.
This role is ideal for someone who enjoys customer interaction, structured problem-solving, and learning complex systems, rather than requiring deep prior product knowledge. Strong communication skills and curiosity are key to success.
-Provide Level 2 support for customer-reported technical and functional issues
-Handle incoming chat and outbound call interactions with professionalism and clarity
-Investigate, troubleshoot, and resolve system-related incidents and service requests
-Collaborate with internal teams to ensure timely and effective issue resolution
-Document cases accurately in internal tracking systems
-Guide customers through troubleshooting steps and solution explanations
-Continuously learn the platform and related enterprise tools
-Contribute to improving support processes and overall customer experience

Požadujeme

Experience & Background

-Minimum 3 years of professional experience in technical support, customer support, IT service desk, or similar roles
-Part-time experience during studies may be considered if relevant
-Experience with enterprise software or SaaS platforms is a plus, but not required

Skills & Competencies

-Strong customer service mindset and ability to handle live customer interactions
-Excellent communication skills in chat and voice-based support
-Analytical and structured approach to problem-solving
-Ability to quickly learn and adapt to complex systems
-Comfortable working in a multilingual environment
-Fluency in one of the following languages is required:

-Italian
-English required for internal communication



Personality Fit

-Curious, proactive, and eager to learn technical concepts
-Calm and structured under pressure
-Enjoys troubleshooting and resolving complex issues
-Team-oriented with a customer-first attitude

Nabízíme

-Opportunity to work in a global enterprise support environment
-Structured onboarding and training program (no prior platform knowledge required)
-International, diverse team based in Prague
-Exposure to complex enterprise systems and global customers
-Career development opportunities within a growing organization
-Hybrid/modern working model (depending on team setup)
-Competitive salary and benefits package aligned with experience