Summary
The Systems Support Engineer is responsible for managing and resolving technical support requests escalated to the engineering team. This includes overseeing the full lifecycle of each ticket — from intake and analysis to issue reproduction, resolution, or escalation.
The role involves providing expert guidance to internal users, maintaining clear documentation of solutions and procedures, and contributing to continuous improvement of support processes and system reliability.
Job description
Responsibilities:
- Manage and resolve assigned tickets. Be responsible for the full lifecycle of the request during its solving and provide prompt and correct feedback.
- Provide problem analysis, reproduce errors, identify possible solutions and suggest improvements for internal system developers.
- Solve support tasks independently – configure the systems, maintain the data and provide guidance to the customers.
- Follow and evaluate SLA for support tickets.
- Document solutions, procedures, and known issues to support knowledge sharing and future troubleshooting.
- Prepare accurate and up-to-date reports on ticket processing status and issues.
- Establish and maintain standards for escalating problems to competent internal teams.
- Contribute to continuous improvement of support processes, tools, and system reliability.
- Coordinate communication and prioritization during urgent or high-impact incidents.
- Plan and coordinate the work of colleagues in accordance with superior's instructions, be responsible for the performance of the tasks entrusted to it in accordance with established procedures and processes and prioritize tasks of colleagues in order to meet established objectives and achieve required results.
- Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.
Requirements:
- 3 years of relevant experience in technical support
- Education in IT or similiar field of study
- English language B2 level
- Strong analytical and problem-solving skills.
- Attention to detail.
- Experience with ticketing systems and documentation tools.
- Ability to work independently and collaboratively across teams.
- Good communication and coordination abilities.
- Familiarity with system configuration and data maintenance.
Basic wage component (brutto): from 2200 EUR/m. (brutto)
* The final basic wage component can be increased accordingly to individual skills and experience of the selected candidate.
* Performance bonus 2 times per year up to 10% of the basic salary paid for the evaluation period(usually 6 months).
#LI-JK1 #LI-Hybrid #mid-senior
Benefits
Health & well-being
- BenefitPlus
- Healthcare (check-ups/annual programs)
- Multisport card
- Travel card "električenka"
- Supplementary pension saving
- Sick days
Family
- Marriage allowance
- Childbirth allowance
- Parental contribution
- ESET family events (Family day, St.Nicholas)
Office
- Refreshments in the office (fruits, coffee, soft drinks)
- Let´s get together breakfast
- Activity room, quiet room
- ESET events (Žranica, Christmas party..), teambuildings
Other
- Loyalty allowance
- Loyalty extra days off
- Loyalty cake
- Loyalty glass award
- Refer a friend
- Christmas presents
- Discounts from external providers
Primary location
Bratislava
Additional locations
Time type
Full time
