Technical Support Specialist - EMEA & US hours

The Role

We're looking for a technically curious and customer-first Technical Support Specialist I to join our Global L1 Support team. This is a customer-facing role where you'll own the end-to-end resolution of customer issues on the Loomi Platform, ensuring every interaction is handled with speed, precision, and empathy.

You'll be the customer's first point of contact and a vital link in our support ecosystem, turning complex technical problems into clear resolutions and customer frustration into confidence. If you thrive in fast-paced environments, enjoy diagnosing and troubleshooting issues, and genuinely care about the people you help, this role is built for you. We offer remote work from Czechia or Slovakia, with optional office space in Bratislava, Brno, or Prague.

What You'll Do

Deliver Exceptional Support

• Own end-to-end support tickets on the Loomi Platform, using structured diagnostics to deliver rapid, clear resolutions that build customer confidence.
• Maintain proactive communication and ticket hygiene to ensure a seamless, empathetic support experience throughout the customer journey.
• Meet and consistently maintain L1 KPIs and SLA targets.
• Create Knowledge Base articles to enhance team resolution speed and consistency.
• This role requires providing 24x7 support and participating in the on-call rotation as per team guidelines
• US business hours: Work on rotations day/night. Day shift: 9AM-5PM. Night shift: 5PM-1AM
• EMEA business hours: Day shift: 9AM-5PM

Build Deep Product & Technical Knowledge

• Develop a strong knowledge of Loomi Platform components, features, and systems.
• Use the standard support tool stack confidently and reliably in your daily workflow.
• Leverage strong AI fluency to increase workflow efficiency while verifying AI insights to ensure accurate customer and external communications.

Communicate with Clarity & Empathy

• Handle all customer communications, written and verbal, with professionalism, empathy, and precision.
• Set accurate expectations, provide proactive progress updates, and de-escalate sensitive or high-urgency situations with confidence.
• Follow established communication standards, templates, and best practices to ensure consistent, high-quality customer experiences.
• Facilitate seamless ticket handovers, ensuring every team member has the full context.

You will get exposure to

• Working with APIs and third-party integrations, diagnosing real-world connectivity and data flow issues across a diverse client base.
• Developing your skills in SDK debugging and web technologies across both web and mobile platforms.
• Building an understanding of search, data feeds, databases, and relevance in the context of live digital commerce environments.
• Getting familiar with marketing automation and campaign operations, from customer data platforms to multi-channel messaging.
• Growing into technical support operations and incident management, learning how to collaborate with cross-functional teams and drive timely resolutions.

What We're Looking For

Required

• 1-3 years of professional experience in technical support, customer success, IT helpdesk, consultancy, marketing, campaigns, CRM, or a closely related field.
• Demonstrated ability to troubleshoot technical issues methodically and communicate findings clearly to non-technical audiences.
• Fluency in English, with strong written and verbal communication skills.
• Familiarity with SaaS platforms, web technologies, or cloud-based systems.
• Comfortable with working in a ticketing environment with SLAs and performance metrics.
• A proactive working style with the ability to manage multiple open cases simultaneously.
• Openness to feedback and a genuine drive to grow technically and professionally.

Nice to Have

• Experience supporting marketing technology, eCommerce, or personalization platforms.
• Exposure to AI-assisted workflows or tools in a professional context.
• Experience in a global or distributed support team operating across multiple regions.

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