Support Engineer: International Customers

‍Join Simpleway, a global leader in passenger information systems

At Simpleway, we create the systems that run all the displays and voice announcements you see and hear at major travel hubs around the world. From Prague’s Václav Havel Airport to Dubai International, Houston, Vancouver and Auckland, and many more, our solutions help millions of passengers every day. Based in Prague, we deliver projects across North America, the Middle East, Asia, and Europe.

In Prague, our platform drives over 1,400 screens and announcements at all 55 gates in ten languages. We have dozens of customers like that. When something breaks, everyone in the terminal can see it.

We are looking for someone to join our support team who will be the first point of contact for their customers and take real responsibility for their environments. A ticket you pick up is yours until it is closed, and you have development, architects and a DevOps team behind you.

This is an L2 and L3 role. You will get into root cause analysis in production environments, configuration tuning, and seeing a fix all the way through to deployment.

https://cc.cz/ze-strahovskych-koleji-az-na-letiste-v-dubaji-cesi-pomahaji-milionum-lidi-na-cestach-i-v-nemocnicich/

What you will do

• Take ownership of customer tickets and make sure they get to a resolution. When the fix sits with development or DevOps, the ticket stays yours and you keep it moving.

• Analyse errors and incidents in production environments. You will solve part of that yourself and sit down with developers and architects on the harder cases.

• Coordinate fixes and their deployment into production. Agree a date with development, plan the window with the customer, and verify afterwards that it actually works.

• Escalate early and with substance. You have a DevOps team, developers and architects behind you, and your job is to hand them a problem they can act on.

• Look after your assigned customer environments, on-premise and in Azure. Updates, planned maintenance, health checks, upgrades.

• Be the main contact for your customers and keep them informed. Continuously on open tickets, regularly through operations and SLA reports.

• Install and configure our platform and Content Management System. We will train you on that.

• Write and maintain documentation and how-to guides so the same question never has to be answered twice.

• Gradually join the on-call rotation for critical issues. Voluntary and paid.

What we are looking for

• Reliability. A ticket you pick up is a ticket you finish. For our customers, that is the main reason they trust us.

• Independence. You set your own priorities, ask for help when you need it, and escalate when something stalls.

• Attention to detail. In tickets, in documentation, and in what you send to a customer.

• English good enough to email and call a system administrator at an airport in Houston. Our customers do not speak Czech.

• The ability to talk to a customer while the system is down. Explain the state, give a realistic timeline, keep calm.

• A solid IT foundation. You know how a server, a network, a web application and a database talk to each other.

• Basic awareness of Docker and Kubernetes. Knowing what a container and a pod are and what they are for is enough.

• The patience to dig through logs until you find the cause of a problem.

Nice to have, not required

• Experience in support or on a service desk, ITIL awareness welcome.

• Administrator-level knowledge of Linux or Windows Server.

• Scripting in Bash, PowerShell or Python, whatever saves you repetitive work.

• Experience with Azure or another cloud platform.

• Familiarity with databases and IT security basics.

• A soft spot for planes, trains or transport in general. You will not be alone in it here.

Why join us

• Competitive salary that reflects your skills and experience.

• Your own customers and real ownership of their environments.

• Developers, architects and a DevOps team in the same office. When something stalls, you walk over to the person who wrote that part of the system.

• Support here is the fastest way to learn the whole product. From there you can move into DevOps or our project team.

• Product training from the people who built it, plus support for further learning including English lessons.

• International customers and a technology stack that keeps moving.

• Flexible working hours with no clocking in, and the option to work from home.

• A flat structure. You talk directly to whoever makes the decision.

• An office five minutes from Petřiny metro, good coffee and tea, and a company phone and laptop you can also use privately.

• Floorball, football and yoga with colleagues if that is your thing.