Senior Tech Support Engineer – Platform & Reliability

Keyloop; Prague (NE); On-site; USD 28,000 - 34,000; Full time

Job summary

Keyloop is seeking a Tier 3 Support professional to handle escalated technical cases, apply strong problem-solving, and guide Tier 2 analysts. You will mentor teammates, document solutions, and work with Engineering to improve platform performance while championing customer experience.

The role requires deep product knowledge, excellent communication, and a proactive approach to preventing issues and enabling self-help for customers.

Qualifications

• Experience in Tier 3 support or equivalent
• Excellent analytical and problem-solving skills
• Strong communication with customers and team

Responsibilities

• Mentor Tier 2 Analysts to ensure proper investigation and resolution
• Provide empathetic customer communication under pressure
• Document solutions and guidance following KCS processes
• Lead introduction of new products into support and raise team technical levels
• Suggest process improvements to reduce incoming cases
• Perform initial troubleshooting for platform services and ensure availability
• Collaborate with Engineering to implement performance improvements

Skills

Leadership and mentoring

Analytical thinking

Strong communication

Problem solving

Software support

Tools

Jenkins

Bamboo

Job description

Keyloop is seeking a Tier 3 Support professional to handle escalated technical cases, apply strong problem-solving, and guide Tier 2 analysts. You will mentor teammates, document solutions, and work with Engineering to improve platform performance while championing customer experience.

The role requires deep product knowledge, excellent communication, and a proactive approach to preventing issues and enabling self-help for customers.