Technical Support Specialist

Synology GmbH; United States; Remote; USD 28,000 - 37,000; Full time

Benefits offered by this job

EOR контракт

Гибкий международный график

Конкурентная оплата

Команда с поддержкой

Job summary

Synology GmbH ищет специалиста Tier 2 по технической поддержке для удалённой работы в составе международной команды поддержки по Европе. В задачу входит диагностика сложных технических вопросов, работа с эскалированными случаями и тесное взаимодействие с HQ и командами разработки.

Кандидат с опытом в техподдержке, грамотной коммуникацией на русском и английском языках, готовность к гибкому графику и длительной работе над кейсами. Возможна работа в Варшаве/Чехии.

Qualifications

• Опыт технической поддержки, IT-троллинг или аналогичная клиент-ориентированная техническая роль.
• Сильная аналитичность и структурированный подход к расследованию технических проблем.
• Отличные письменные коммуникативные навыки, умение чётко объяснять сложные технические вопросы.

Responsibilities

• Диагностика аппаратных и программных проблем, хранения и сетевых вопросов по продуктам Synology.
• Работа через систему поддержки клиентов (CSS), предоставление инструкций и обновлений статуса.
• Проведение удалённых сессий устранения неполадок; эскалация повторяющихся проблем в HQ.
• Формирование структурированных эскалированных материалов, документации и процедур.

Job description

Описание:

Build a better world with data At Synology, we develop innovative solutions that help individuals and businesses manage, protect, and access their data. Our Technical Support Team plays an essential role in ensuring customers receive reliable, professional assistance when technical challenges arise. We are expanding our European Technical Support Team and are looking for a motivated and customer-oriented Tier 2 Business Support Specialist based in Brno or Prague, Czech Republic. Working primarily remotely as part of our international support team, you will investigate complex technical issues, manage escalated customer cases, and collaborate closely with colleagues all over Europe, as well as our headquarters and development teams. You will support Synology's diverse product portfolio, including NAS and SAN solutions, backup and data protection, networking, surveillance, and collaboration services. We value strong problem-solving abilities, clear communication, technical curiosity, and a willingness to continuously learn.

Задачи:

Diagnose hardware, software, storage, networking, and performance issues across our product portfolio. Manage customer enquiries through our Customer Support System (CSS), providing clear troubleshooting guidance and regular progress updates. Conduct remote troubleshooting sessions where direct access is needed to investigate an issue. Identify recurring issues and work with HQ to investigate root causes and recommend long-term solutions. Provide on-site technical assistance in exceptional circumstances. Analyze system logs and diagnostic reports to identify identify the causes of technical issues. Reproduce customer-reported problems, conduct testing, and validate potential solutions. Collaborate with EU colleagues, HQ, product specialists, and development teams to investigate complex cases, ensuring clear communication and effective case handovers. Prepare structured technical escalations, documenting findings, troubleshooting steps, diagnostic data, and reproduction procedures. Participate in internal technical training to continuously develop your knowledge of Synology products and technologies. Contribute to improving our support workflows, troubleshooting methods, and escalation processes. Maintain clear and accurate documentation of customer cases, technical investigations, and resolutions.

Требования:

Previous experience in technical support, IT troubleshooting, or a similar customer-facing technical role. Strong analytical thinking and problem-solving skills, with a structured approach to investigating technical issues. Excellent written communication skills, with the ability to explain complex technical matters clearly, accurately, and professionally. Strong customer-service orientation, patience, and the ability to handle challenging technical situations professionally. A strong sense of responsibility, with the ability to independently manage technical cases and follow them through to resolution. Good organizational skills, attention to detail, and the ability to document technical findings accurately. A collaborative attitude, willingness to learn, and motivation to continuously develop your technical skills. Knowledge or experience in any of the following areas would be beneficial: Storage, Networking, Operating Systems, Virtualization, Data Protection and Technical Diagnostics. English proficiency at a minimum B2 level, both written and spoken. You are located in Brno or Prague, Czech Republic. Willingness to work within a 24/7 rotating shift system, including nights, weekends, and public holidays. A valid Category B driver's license is a plus.

Условия:

• Full-time employment contract via our EOR partner.


• A Culture of Ownership: We trust you to be the expert. You'll be given the responsibility to match your freedom.


• Work with Products You Can Believe In: We're a leader in our category, making technology that people genuinely love to use.


• Competitive Compensation: We offer a fixed salary plus a performance-based bonus that directly rewards your results.


• Vibrant Team Culture: Join a supportive, tech-passionate team. We invest in our culture through regular team-building events, company gatherings, and a collaborative environment.