Technical Support Engineer

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.