L2 Support Specialist

Job offer

Are you a tech-savvy problem solver who enjoys helping others? Do you have the drive to dive deep into technical issues and find solutions where others see dead ends? At Creative Dock, we don’t just build companies; we build seamless experiences. We are looking for an L2 Support Specialist to join our team and become a vital link between our products and our customers.

What will you do?

• Be the Hero of the Inbox: Respond promptly to customer inquiries via Jira Service Desk and other channels with clarity and a human touch.
• Deep-Dive Troubleshooting: Diagnose and resolve technical issues that go beyond the basics, ensuring our users stay happy and productive.
• Bridge the Gap: Collaborate closely with L1 support, developers, and L3 experts to crack complex cases.
• Knowledge Power-Up: Document your findings and create stellar knowledge base articles to help both the team and our customers.
• Spot the Trends: Proactively identify recurring issues and suggest product improvements to our dev teams.
• Stay Ready: Participate in an on-call rotation to ensure our most critical users are covered when it matters most.

What do we expect from you?

• Technical Mindset: You have a natural knack for troubleshooting software and hardware issues.
• Ticketing Mastery: Proficiency in Jira Service Desk (or similar systems) is your bread and butter.
• Communication Skills: You can explain complex technical solutions in a way that’s easy to understand.
• Efficiency: You’re a pro at multitasking and prioritizing tasks to meet SLAs without breaking a sweat.
• Team Spirit: You thrive in a fast-paced, collaborative environment and don’t mind rolling up your sleeves.
• Language skills: Czech (C1/C2)
• Flexibility: You’re okay with occasional work outside standard hours to keep things running smoothly.
• Previous experience in L2 support is a major plus!

Why Creative Dock?

• Impact: What you do directly affects the success of the ventures we build.
• Growth: We are a factory for innovation. You’ll learn something new every single day.
• Culture: No corporate stiff shirts here. We value transparency, agility, and a "can-do" attitude.

HIRING PROCESS
We like to keep it efficient and transparent. Here is what you can expect:

• Screening Call: A short chat with our Recruiter to get to know each other.
• Manager Interview: A deeper dive into your experience and the role with your potential Hiring Manager.
• Bootcamp: The final stage. Spend one day with your future team, showcase your skills in action, and see firsthand if we are the right match for you.