Sustaining Engineer
On-siteBrno, South Moravian, Czechia
Job Summary
Act as the primary technical escalation point between Support and Engineering by taking end-to-end ownership of complex customer issues that cannot be resolved through standard troubleshooting. Join customer calls to investigate, reproduce, and diagnose problems by analyzing logs, API requests, configuration, integrations, and application behavior. Determine whether an issue stems from a product bug, configuration error, environmental limitation, or product usage, then escalate genuine defects to Engineering with clear evidence and reproducible steps. Bring customer feedback to developers to improve product reliability and recommend enhancements to troubleshooting and support processes.
Required Qualifications
- Must be legally able to work in the specified region of the job
- Must be able to join customer calls to investigate, reproduce, and diagnose problems
- Must be able to debug issues hands-on using available technical tools and data
- Must be able to analyse logs, API requests and responses, configuration, execution data, integrations, authentication, and application behaviour
- Must be able to identify whether an issue is caused by a product bug, configuration, environment, data, permissions, integration behaviour, or product usage
- Must be able to bring customer feedback to developers
- Must be able to identify recurring issues and recommend improvements to product reliability, observability, troubleshooting, and support processes
Desired Qualifications
- Experience with browser developer tools
- Experience with APIs
- Experience with JSON
- Experience with logs
- Experience with SQL
- Experience with authentication
- Experience with integrations
- Experience with scripting
- Experience with reading application code
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