Tech Support Engineer

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 bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients' systems, departments and sites. We provide an open technology platform that's shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience.

Want to be part of it?

Role Overview:

You will be part of Technical Services -- providing Tier 3 support for technical and software support cases relating to our technology, which have been escalated by our Support Teams globally. You will be highly analytical and will be an excellent problem solver with the ability to undercover not only the problem but also the root cause. You will have excellent Technical/Application skills/in-depth Keyloop product knowledge and will be an outstanding communicator, working as part of a team and coaching our Tier 2 Support Analysts throughout Keyloop on case closure. You will utilize your skills to discover opportunities to reduce or prevent issues from happening and improve customer self-help. This is an excellent role for someone who has thirst to learn and enjoys challenging their own thinking. A flexible approach in terms of embracing new working practices and times is essential.

Roles & Responsibility

• Mentoring Tier 2 Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved. Analyzing and resolving complex product issues, using analytical, technical, or programming skills
• Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines
• Developing your own skills whilst also guiding, advising, and coaching both colleagues and customers on issue and problem resolution
• Documenting solutions and producing written guidance on resolution steps following the Knowledge Centric Service (KCS) process.
• Leading the introduction of new Products into the support function and working closely with management to increase the technical level of skills and competence of colleagues.
• Reporting issues and recommending process improvements to reduce/prevent incoming cases enabling our customers to focus on "experience first"
• Perform initial troubleshooting for Platform services - including necessary roll back and restore to maintain the high platform availability.
• Good architectural understanding of deployed services to provide early feedback to the engineering team (via Production Readiness checklist).
• Create, maintain, and enhance monitoring, alerting, and debugging capabilities.
• Collaborate with Engineering and your Technical Escalation team colleagues to implement performance improvements identified through tracking service latency figures, CPU utilization figures, etc.
• Ensure effective communication is maintained with necessary stakeholders and support layers, detailing any changes to services or functionality and when these changes are scheduled.
• Capacity and performance management of environments
• Responsible for availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning of their service.
• Deputizing in the absence of the Line Manager and Liaising with other Keyloop teams or departments to develop and to maintain high levels of customer service.
• Excellent problem-solving skills
• Ability to work across global teams and working with different cultures across time zones.
• Highly analytical
• Excellent written and verbal communication skills
• A background in development or providing software support.
• Demonstrable team working experience -- working on joint projects or technical problems.

Desirable

• Advanced level of programming skills in an object orientated language such as C , Visual Basic, Java or .NET Experience with using UNIX is a plus, as it can be valuable in handling certain technical aspects of the role
• CI/CD experience with Jenkins/Bamboo

587.340 Kc - 717.860 Kc a year

Why join us?

We're on a journey to become market leaders in our space -- and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We're committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles -- not just on key days, but every day.

Keyloop doesn't require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.*.*

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

"At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."