- Location
- Prague, Prague, Czechia · published
- Type
- Full-time
- Department
- Operations
- Source
- Workable
Description
Job Summary
As a Technical Support Engineer at CallMiner, you will help our customers solve complex technical issues across our conversation intelligence, analytics and CX automation products, including OmniAgent.
This is not a traditional helpdesk role. When a customer tells us, “the bot behaved strangely yesterday”, “this integration stopped working” or “the numbers in last week's report don't look right”, your job is to figure out why. You will investigate real production problems across applications, APIs and integrations, databases, infrastructure, AI and telephony. You may be analyzing logs, tracing API requests, querying data, investigating connectivity, or following SIP communication to understand where a problem occurred.
You will own issues through resolution and work directly with our Engineering, Infrastructure, Product and Solution Engineering teams when deeper investigation is needed. The position is based in Prague, Czech Republic, and is part of a global team working closely with colleagues in the US and UK.
Responsibilities
- Own and troubleshoot customer-reported technical issues from initial triage through resolution.
- Investigate problems across applications, APIs, integrations, databases, infrastructure and telephony using logs, monitoring tools, queries and other available data.
- Reproduce issues and distinguish between configuration, integration, infrastructure, customer-side and product problems.
- Support the automation side of our portfolio, including conversation flows, agent configuration, API and backend integrations, telephony and connectivity.
- Support conversation intelligence and analytics, including data ingestion and capture, transcription, search, scoring, redaction, dashboards and reporting.
- Troubleshoot voice and telephony issues using SIP signaling together with application and system logs.
- Work directly with Engineering and other technical teams on complex problems and production incidents.
- Clearly communicate findings to customers and internal teams and contribute to documentation and improvements to our support processes.
- Participate in the team's after-hours and on-call rotation if necessary, responding to paging alerts and critical production issues outside standard business hours as needed.
Benefits
<h3><u><strong>About CallMiner</strong></u> </h3><p>Does the possibility of using artificial intelligence to improve human connection excite you? We agree!</p><p>CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our <a href="https://learning.callminer.com/us/col/lc/whitepaper-forrester-wave-25" rel="nofollow noreferrer noopener" class="external">industry-recognized platform</a> captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.</p><p>CallMiner's core set of values – from maniacal customer focus and radical candor to team mentality and transparency – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.</p><p>Our strong commitment to a positive environment continually earns us recognition as a top workplace, including <a href="https://callminer.com/news/press-releases/callminer-named-a-top-place-to-work-in-2025-by-the-boston-globe" rel="nofollow noreferrer noopener" class="external">Boston Globe Top Place to Work</a>.</p><p> </p><h3><u><strong>Benefits + Perks</strong></u></h3><p>At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. Our perks are designed to enhance your daily work experience, promote your personal growth, and help you achieve a better work-life balance. From Maternity and Paternity Leave, ample Holidays, Fitness and Health Reimbursement, Tuition Reimbursement and more, we aim to provide an environment where you can thrive both professionally and personally.</p><p>We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.</p>