Second Line Customer Technical Support Engineer New Belgrade, Belgrade, Serbia

Second Line Customer Technical Support Engineer

Speechmatics Europe

Overview

This is an exciting opportunity for someone who is looking to develop their career by working as part of an agile, innovative, fast-growing business. As a Second line Customer Support Engineer, you will provide excellent levels of technical support to our customers both internal and external. You will collaborate closely with our skilled R&D teams to help resolve software and system issues rapidly and address any customer requests or issues. You must possess excellent communication, analytical and problem-solving skills along with a strong technical acumen to contribute to delivering the highest level of problem resolution and service excellence.

This role offers the opportunity to build your technical skills and to learn a wide range of technologies related to cloud and on-premises speech recognition software and services. No prior experience of speech recognition is necessary; Speechmatics has a team of speech recognition engineers who will collaborate on all speech recognition related software and feature upgrades, and your colleagues will help guide and teach you any specialised knowledge required to keep Speechmatics running smoothly.

What you'll be doing

• Providing all levels of customer support for Speechmatics product offerings.
• Working with the wider team to investigate, fix and deploy patches to the field rapidly.
• Supporting internal infrastructure where necessary.
• Taking an active part in the continuous improvement of the Support team's methods, processes and knowledge base.
• Participating in an on-call rota to provide out-of-hours support for our high-profile customers.
• Collaborating with other teams on company-wide projects as a representative of the support team and our customers.
• Onboarding new customers ensuring their products are licensed swiftly and in line with their contract terms.
• Acting as the voice of the customer to record and escalate requests for fixes and enhancements to our products.

Who we are looking for

• Cloud experience (preferably Azure) with administering Linux systems via command line.
• Hands-on with technologies like Nginx, Ansible, Ubuntu, Docker, virtualization, orchestration, clustering, and version control.
• Strong troubleshooting, problem-solving, multitasking, and workload management abilities.
• Customer-focused: empathetic, supportive, professional communication, even under pressure.
• Proven ability to support and maintain 24x7x365 services for global customers.
• Team player with mentoring, knowledge sharing, and process improvement contributions.
• Passion for learning, growth, and delivering high-quality results with a "can-do" mindset.

We encourage you to apply even if you do not meet every requirement exactly. The list of requirements is intended to show the kinds of experience and qualities we're looking for, but it is not exhaustive. If you are interested in the role, the team, and our mission, we would love to consider your application. We are open to conversations and look forward to hearing from you.

About Speechmatics

Speechmatics is a leading expert in Speech Intelligence, using AI and Machine Learning to unlock business value in human speech worldwide. We work with a mix of global companies, and our technology can integrate into customers' stacks irrespective of industry or use case.

Joining us means working with talented teammates focused on cutting-edge projects and deploying the latest techniques to disrupt the market. We value people and support skill development, offering flexible work arrangements and opportunities for growth. We are committed to diversity and inclusion and welcome applicants from all backgrounds.

We offer flexible working, regular company activities, private medical and dental insurance, global working opportunities, a generous holiday allowance, pension/401K matching, and a home office equipment allowance. Our parental leave policies support employees globally, including adoption assistance and reproductive health services.