Support Engineer (day shifts)
New
A
Apify Technologies s.r.o.Web scraping, browser automation
Remotely in Czech republic, 8 AM to 5 PM CETFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1–2 years
- Required Skills
- HTMLCSSJavascript
Requirements
- 1–2 years of support experience
- Experience in a software-as-a-service company (ideal)
- Knowledge of programming principles (advantage)
- Knowledge of HTML/CSS/JavaScript (advantage)
- Interest in technology
- Ability to explain complex information to customers clearly and concisely
- Professional verbal and written communication skills in English
- Strong customer orientation
- Willingness for possible holiday/weekend standby duties
- Onboard into the Apify platform
- Understand different types of Actors and Apify capabilities
- Learn Support processes
- Get acquainted with Apify Console, Intercom, and Slack
- Learn working with staging environment to test approaches
Responsibilities
- Handle customer inquiries via chat and email
- Solve both business and technical issues for customers
- Master the web scraping platform
- Process customer questions and internal notifications daily using Intercom and Slack
- Address business topics like subscription plans, billing, features, and user compensation
- Address technical topics like integrations, Apify API/SDK coding help, and Apify-maintained Actors
- Maintain high customer satisfaction and response timeliness
- Process internal notifications related to billing issues and fraud prevention
- Contribute to automation and simplification of processes
- Assist with AI in Support initiatives and building knowledge in the Help Center
- Work typical day-shift hours (approx. 8 AM to 5 PM) on workdays
- Potentially cover shifts for public holidays and weekends for urgent conversations
- Contribute to Apify's Help Center and internal knowledge base
- Stay up to date with newly released functionality
- Collaborate on creating a work division structure
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