Customer Support Engineer (L2)

  • Full time
  • Prague
  • Posted 2 weeks ago





Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. Offering one of the broadest portfolios, we deliver innovative and flexible solutions to help utilities solve their complex challenges in Smart Metering, Grid Edge Intelligence and Smart Infrastructure. With sales of USD 1.4 billion in FY 2020, Landis+Gyr employees approximately 5,000 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better. More information is available at Landis+Gyr website 


For our EMEA Customer Service function, we are looking for a highly motivated Service Specialist, L2, to fulfil our local and regional customer service agreements, located in Prague or Ostrava, Czech Republic, or Bratislava, Slovakia.

As Service Specialist for system software (head-end systems for advanced metering solutions, namely Converge), you provide in-depth support for technical issues which are escalated from the Service Desk/L1 teams. You will act as an interface between customer service teams, sales engineers and our internal experts from R&D, Project & Product Management, and provide support to customers and sales engineers on the best use of our products.


In this key role, you will:
Responsible for providing high quality Level 2 customer service for Landis + Gyr customers together with internal stakeholders
Resolve known and unknown problems with the best ability, case escalation to more senior members of the team, or L3, as appropriate
Provide information regarding customer incident for R&D (L3) to be able to initiate problem management
Focus on root-cause analysis to resolve a problem
Use remote access systems for investigation and troubleshooting on customer consent
Provide work-around, technical notes and Knowledge Articles
Provides additional information and sample devices for L3 by request
Escalate problems to L3 while remaining responsible for the resolution of the Call
Follow the generic best practices and regulation (like GDPR)
Represent Company in a positive, professional manner when working with both external and internal customers
Perform other services related tasks as assigned


This expert position requires:
A technical degree/education, e.g. Technician, BSc or equivalent
Experience in HW or SW Engineering or in the area of Technical Customer Support
A passion for sustainability and eagerness to contribute to our mission to help the world manage energy better
The ability to determine the source of a problem and find an effective solution
A hands-on and customer-focused approach
Strong communication and presentation skills in English (Czech or Slovak are of a big advantage)


If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you.

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