Technical Support Specialist L1 → L2 (IceWarp Support Team) with Russian language

📍 Location: Prague
🕒 Job Type: Full time / suitable also for junior candidates eager to grow
🌍 We support clients globally

We are IceWarp – a Czech company whose communication solution is used by more than 50 million users worldwide. Our products compete with companies like Google and Microsoft, and we specialize in innovative technologies such as email, team chat, audio and video conferencing, calendar and contact synchronization, document sharing, and collaborative editing. All features are available in a unified interface, supported across major browsers, desktop and mobile platforms, both in the cloud and on-premise.

We are currently looking for a skilled colleague to join our team, who will be responsible for resolving technical inquiries related to IceWarp servers and applications on the administrator level.
A key part of the role includes communication with administrators and partners, processing their requests via our helpdesk system, cooperating with other IceWarp teams to resolve more complex incidents, and participating in various interesting projects.
If this sounds like something for you – keep reading! 👇

What you’ll be doing:

• Be the first technical point of contact for our customers (receiving service requests and incidents from customers and partners)
• Analyze issues, search for solutions in documentation, and consult with teammates
• Manage the application layer of IceWarp servers hosted in our cloud on Rocky Linux
• Collaborate with L2 and development teams when issues go deeper
• Communicate with partners outside the Czech Republic in English and Russian
• Support many global customers while being part of a Czech-based team
• Contribute to the creation of technical documentation and articles for customers

What you should know (or be willing to learn):

Technical:

• Knowledge of Linux (we mainly use CentOS, RedHat, Rocky Linux)
• Knowledge of SQL and database concepts is a plus
• Previous experience with email servers is an advantage
• Basic understanding of network protocols (SMTP, IMAP, DNS, etc.)
• Experience with helpdesk systems (e.g., Jira, Zendesk, ServiceNow) is a plus

Soft skills:

• Eagerness to find answers, not excuses
• Ability to communicate with various customer types – calmly, respectfully, and assertively
• Interest in new technologies and a willingness to learn
• Teamwork – collaboration, fairness, and reliability are key

What we offer:

• Growth opportunities – technical and career-wise (L2, pre-sales, development, etc.)
• Support from a mentor
• Access to modern tools and technologies
• Flexible environment – a mix of office and home office
• Permanent contract
• 20 vacation days + 5 personal days
• A great and young team – average age is 26
• No complex HR systems, just an app that’s always with you
• Quality coffee, 2× weekly paid lunch with the team in the office, and snacks the rest of the week – pizza, quesadillas, etc., plus fresh fruit twice a week
• Language courses
• Office near metro “B” – Křižíkova, surrounded by cool bistros, restaurants, and shops
• Apple is not a bad word here 🙂

Sounds like you?
Send us your CV or just a link to your LinkedIn profile – and a few lines about what excites you about technical support. We look forward to meeting you!

Don’t meet all the criteria? That’s okay – reach out anyway, and maybe it’ll still be a match! 💬