Support Engineer / L1 support

Dataddo is a recognized leader in cloud-based data integration solutions. Companies like L’Oréal, Wartsila, Ogilvy, and Livesport rely on Dataddo to connect their data sources seamlessly to dashboards and storage platforms. We have been recognized as one of the Honorable Mentions in the 2024 Gartner Magic Quadrant for Data Integration Tools!

We’re seeking a Support Engineer to join our Sales team in Prague.

About the Role

We are seeking a motivated Support Engineer (L1 Support) to join our growing support team in Prague.
In this role, you will be the first point of contact for our customers — helping them troubleshoot, guiding them through the Dataddo platform, and ensuring an excellent customer experience.

You'll work closely with our Level 2 Support and Engineering teams to escalate issues, learn about integration technologies, and grow into a future Integration Specialist if you wish.

Key Responsibilities

• Customer Support and Troubleshooting:
  Handle initial customer inquiries via live chat, email, and CRM systems. Troubleshoot basic technical issues and provide guidance on Dataddo platform usage.

• Ticket Triage and Management:
  Categorize and prioritize support requests using Hubspot and Jira, ensuring efficient resolution or escalation.

• Customer Communication:
  Act as the primary contact for customers, delivering timely updates, clear explanations, and professional assistance throughout the support process.

• Issue Escalation and Collaboration:
  Escalate more complex issues to L2 Support or the Engineering team. Ensure smooth handover with well-documented cases.

• User Training and Onboarding:
  Support new users by assisting with initial setup, configuration, and explaining platform functionalities to ensure a smooth onboarding experience.

• Feedback and Reporting:
  Gather user feedback, report usability issues and bugs to the Product team, and help continuously improve the Dataddo platform.

What We Offer

• Flexible working hours and home office. But you will be needed at the office as well. This is not a remote job (3 days on site, 2 days optional HO).

• Vibrant startup environment with cool office spaces, events, and community.

• Company MacBook and necessary equipment.

• Free coffee, drinks, snacks, and Dataddo sports clubs (e.g., boxing).

• 5 weeks of paid vacation.

• Czech language lessons for foreign employees.

• Career growth opportunities — a clear path toward becoming an Integration Specialist or technical expert.

What You Need to Succeed

• 1–2 years of experience in a technical support, IT helpdesk, or customer-facing technical role.

• Strong communication skills (both written and spoken English); ability to explain technical issues clearly.

• Well-organized, able to prioritize and manage multiple tasks efficiently.

• A proactive, positive attitude and a strong willingness to learn.

• Ability to work independently while collaborating with support, product, and engineering teams.

• Basic understanding of cloud-based platforms, APIs, or data integration tools is a strong plus (but not mandatory — we will teach you).