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

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. 

Popis pozice:

• 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

Profil kandidáta:

• 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

• 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

• 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