Support Engineer

  • Full time
  • Prague
  • Posted 1 week ago
Cloud (nice to have)
Troubleshooting (regular)
application logfiles (regular)
XML/XSLT (regular)
Customer Support (regular)
SQL (regular)
At Syncron we are creating a new world for leading manufacturers by helping them leverage IoT and AI/Machine Learning towards a future where products will be sold as services.

We create cloud-based software solutions that allow companies like Volvo, JCB, and Hitachi (just to mention a few of them) to optimize their supply chain, price their parts and services and utilize mountains of data coming out of modern cars, planes, mining machines and much more

As a member of the Syncron team, you will be part of an inclusive and diverse workplace, where we want you to be yourself and enjoy the work. You will be given the opportunity to make an impact and directly contribute to our success. Along with continuous learning, you will have the chance to work and interact with innovative people from all over the world. 
Syncron is looking for a dynamic, self-driven person who has the experience to take on the challenges as a Support Engineer. You will be dedicated to working with our clients, as well as cooperating with other engineering teams. 
The successful candidate will possess excellent communication skills, and will naturally be customer success focused and driven by analytical thinking while solving complex business problems within a global team.  
Your main responsibilities will be to provide both technical and business support to our clients at a specific time, as well as supporting other engineering teams. 
This will include a variety of different responsibilities: 
  • providing Technical, Application Usage and Business Support to our customers; 
  • identifying and reporting enhancement ideas and bugs and channel feedback from the customers; 
  • managing cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner in the Syncron ticketing tool; 
  • providing fault isolation and root cause analysis for technical issues; 
  • publishing documentation in the Knowledge Base, creating/maintaining issue logs, resolution steps; 
  • providing configurations, troubleshooting and best practices to customers; 
  • ensuring that SLAs are strictly adhered to. 
  • creating detailed reports with advanced SQL queries; 
  • performing minor version upgrades on the Application;
  • mass updates of customer database in QA/Production environments; 
  • integrating with various ERPs systems, configuring communication channels using sFTP, MQ, HTTP requests; 
  • finding and resolving problems in customer environments (eg. diagnosing performance problems, network issues, security breaches);
  • helping the customer with Price Revision activity;
  • providing end-to-end support on business reporting (Insights).
  • advanced English skills both verbal and written; 
  • at least 2 years of professional experience in the same or similar position requiring customer facing skills or performing customer support tasks preferably within Cloud-native products; 
  • advanced SQL knowledge</strong>; 
  • familiarity with XML and XLST, data formats, data transmission technologies; 
  • the capability of reading application log files; 
  • strong troubleshooting and problem-solving skills; 
  • excellent consulting, negotiation, interpersonal skills, professional and independent.

  • know-how in Java allowing for code reading and/or writing;
  • basic experience with scripting including Python, JSON, YAML, and Bash to help automate tasks; 
  • experience with package applications such as ERP, CRM, PLM is considered a plus;
  • basic knowledge of AWS services;
  • business knowledge of SCM or Pricing Management; 
  • bachelor’s degree in Computer Science, Supply Chain, Mathematics, or another equivalent; 
  • exposure to Jenkins/Docker, version control system like GIT.
  • opportunity to work in a cross-functional and agile team; 
  • experienced team you can learn from – an environment facilitating professional growth;
  • flexible working hours (European timezone);
  • internal training sessions (Friday Seminars, internal webinars), conference and training budget in every team, free English & Swedish classes;
  • learning possibilities: access to Udemy Business & LinkedIn Learning</strong>;
  • fringe benefits (private medical insurance, Multisport, life insurance</strong>);
  • a well-planned, full onboarding starting from day one, with the support of e.g. e-learning platform; 
  • freedom to choose the employment type: employment contract (with copyrights tax benefit = 40%) vs. B2B model.
  • flexible working hours (European timezone);
  • remote recruitment & onboarding process.
We encourage our employees to work from home (remote work was optional before the pandemic), but our office is open for you. If you want to work remotely, you can borrow your monitor and office chair to have a comfortable working space at your home. 
If that sounds like an opportunity for you, do not hesitate to click Apply!

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