Technical Support Engineer (L2)

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Technical Support Engineer (L2)

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Support role that’s not a typical helpdesk.

Hybrid

Prague

Full Time

FLOWBOX builds software for energy management. It runs in 300+ installations across 20+ countries, including Westfield in Prague, the National Theatre, Volvo truck centres, Česká spořitelna's headquarters and 700 Towercom transmitter sites. It collects data from electricity meters, solar plants, batteries, EV chargers and HVAC. When any of that stops working, it's a job for support.

Our support team is three people right now, and the volume of requests has grown a lot since the start of the year. We're looking for someone who can get to the bottom of a problem on their own, understands what they see in a log, and can explain it clearly to the customer, even a manager who has never seen a log. We're not looking for a Linux admin or a developer, and you don't need to code. We're looking for a technical support engineer. It's all computer work, no customer site visits. We'll show you how FLOWBOX works, our installations, integrations and how we work with partners.

What you'll do

• Handle customer requests in YouTrack, including support for installations of our strategic partner Eaton.
• Read logs directly on installations (Laravel, queue workers, journalctl on embedded devices) and find where things break.
• Verify hypotheses in the database and via API, and hand issues over to development with a reproduction and description when needed.
• Monitor customer environments (CheckMK, Sentry) and catch problems before the customer reports them.
• Keep an eye on SLAs and service contracts and prepare billing inputs.
• Improve how support works: tool integrations, automation, documentation in Confluence.

What we're looking for

• 2+ years in customer-facing technical support (L1 or L2), ideally for software with its own server application.
• Hands-on Linux: you log in via ssh, go through logs (tail, grep, journalctl), find a process, restart a service.
• Databases: you pull data with SQL (MySQL/MariaDB) and know how to work with NoSQL (MongoDB).
• REST API: you can read Swagger docs and test an endpoint in Postman or with curl.
• Experience with a ticketing system (YouTrack, Jira, Zendesk or similar), including SLAs.
• Czech at C1/C2 level and English for written technical communication.

Nice to have

• Experience with monitoring (CheckMK, Zabbix, Grafana, Sentry).
• Energy, building automation or protocols like Modbus, M-Bus, MQTT, BACnet, OCPP.
• PHP/Laravel or another backend, at least at an "I understand what I'm reading" level.

What we offer

• Employment or contractor (IČO) setup, whichever you prefer.
• A Claude Code licence from day one. AI tools aren't a pilot here, they're a normal part of the work.
• A small team where you have real influence on how support works. No ticket factory with KPIs on closed tickets.
• Room for your own ideas. We have a list of improvements ready, but we'd love to hear yours too.
• Hybrid work: 3 days at our office by the Chodov metro station (line C), the rest from home.
• 5 weeks of vacation.
• Multisport card (partly covered).
• Education and course budget.
• Optional team events (mountains, canoeing on the Berounka, cooking together, laser game, paintball).
• TACO: peer recognition you can trade in our company e-shop.

What happens next

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Send your CV to alzbeta.hemerkova@flowbox.com. We'll get back to you and set up a short call (about 20 minutes). Then you'll get a sample ticket and describe how you'd approach it. After that comes an in-person interview with the head of support. If it makes sense for both sides, we'll send you an offer. Feel free to reach out with questions anytime. :-)

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