Technical Support Engineer

About the role

CallMiner is hiring a Technical Support Engineer in Prague to help customers solve complex technical issues across its conversation intelligence, analytics and CX automation products, including OmniAgent. This is not a traditional helpdesk role: you investigate real production problems across applications, APIs and integrations, databases, infrastructure, AI and telephony, and own issues through resolution. The position is part of a global team working closely with colleagues in the US and UK.

Key responsibilities

• Triage and troubleshoot customer-reported technical issues from initial contact through resolution.
• Investigate problems across applications, APIs, integrations, databases, infrastructure and telephony using logs, monitoring tools and queries.
• Reproduce issues and distinguish between configuration, integration, infrastructure, customer-side and product causes.
• Support automation, conversation flows, agent configuration, API and backend integrations, and telephony and connectivity.
• Support conversation intelligence and analytics, including data ingestion, transcription, search, scoring, redaction, dashboards and reporting.
• Troubleshoot voice and telephony issues using SIP signaling together with application and system logs.
• Work with Engineering and other technical teams on complex problems and production incidents.
• Communicate findings clearly to customers and internal teams, contribute to documentation and improve support processes.
• Take part in after-hours and on-call rotation when needed.

Required profile

• Experience in technical support, application support, systems administration, integration engineering or a similar technical role.
• Strong troubleshooting skills and the ability to investigate unfamiliar problems independently.
• Clear communication of technical findings to technical and non-technical audiences.
• Ownership and willingness to follow an issue through until it is resolved.
• Bachelor's degree in a technical field preferred, or equivalent practical experience.
• Professional proficiency in Czech and English.

Required skills

• Linux, networking and databases/SQL.
• REST APIs, HTTP and integrations, including status codes, payloads and authentication flows.
• Application and system logs.
• VoIP and SIP, including basic SIP call flows and signaling.
• Nice to have: hands-on Asterisk experience, scripting (Python, JavaScript/TypeScript, Bash), contact centre platforms (Amazon Connect, Genesys, Avaya, NICE, Five9), AWS or Azure, and additional Central European languages.

What we offer

• Maternity and paternity leave and ample holidays.
• Fitness and health reimbursement and tuition reimbursement.
• A supportive, inclusive workplace with a strong work-life balance focus.