The posting
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.
Requirements
Requirements
- Experience in technical support, application support, systems administration, integration engineering or a similar technical role.
- Strong troubleshooting skills and the ability to independently investigate unfamiliar problems, form hypotheses, gather evidence and identify the most likely root cause.
- Working knowledge of Linux, networking and databases/SQL.
- Experience working with REST APIs, HTTP and integrations, including interpreting requests, responses, status codes, payloads and authentication flows.
- Ability to work with application and system logs and use them to trace problems across multiple components.
- Working knowledge of VoIP and SIP, including the ability to understand basic SIP call flows and signaling and use them as part of technical troubleshooting.
- Ability to communicate technical findings clearly to both technical and non-technical audiences.
- Strong ownership and willingness to follow an issue through until it is genuinely resolved.
- Professional proficiency in Czech and English.
- Bachelor's degree in a technical field preferred, or equivalent practical experience.
You don't need to be an expert in every technology we use. We're looking for someone with a strong technical foundation who enjoys understanding how systems work, knows how to approach an unfamiliar problem methodically and is comfortable learning new technologies.
Nice-to-Have Qualifications
- Hands-on experience with Asterisk and SIP/VoIP troubleshooting. Strong Asterisk experience is a significant advantage for this role.
- Basic scripting or programming ability, for example Python, JavaScript/TypeScript or Bash, including the ability to use modern AI tools to help investigate problems, create scripts and validate solutions.
- Experience with contact centre or CCaaS platforms such as Amazon Connect, Genesys, Avaya, NICE or Five9.
- Working familiarity with AWS or Azure.
- Experience troubleshooting production issues in enterprise SaaS environments.
- Additional Central European languages, particularly Slovak, Polish or German.
Benefits
About CallMiner
Does the possibility of using artificial intelligence to improve human connection excite you? We agree!
CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our industry-recognized platform 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.
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.
Our strong commitment to a positive environment continually earns us recognition as a top workplace, including Boston Globe Top Place to Work.
Benefits + Perks
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.
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.
