Senior Support Engineer

We are RobosizeME, a young technology company based in Czechia, Olomouc. We create a better world for hotels by providing our clients in hospitality with comprehensive services creating AI agents and digital workers. In 2024 alone, RobosizeME automations have recovered more than hours (50 working years) of human labor for the global hospitality industry. This is the same amount of time it takes to build 18 Boeing's 737s. We go above and beyond to help our customers. RobosizeME is a growing distributed team with a cool startup culture focused on the end-to-end customer experience.

• Provide dedicated customer support via email and customer portal requests
• Provide timely and effective technical support for RPA solutions (and others), diagnose and resolve issues to ensure minimal downtime and disruption
• Report issues to developers in a detailed and comprehensive way
• Regularly monitor RPA systems (and others) to ensure they function correctly, perform necessary maintenance, automation reruns and ensure systems versions latest updates
• Analyze technical log files to identify errors and their causes
• Work with cross-functional teams to implement solutions to technical issues
• Create and maintain detailed documentation of issues, resolutions, and process changes to support continuous improvement and knowledge sharing
• Work closely with development teams and other stakeholders to understand requirements, provide feedback, and implement enhancements
• Work with team to meet or exceed SLA commitments
• Hold clients consultations, if needed, about the functioning of the automation, describing the rules and principles of automation
• Answer customer questions about the product and its capabilities
• Generate personalized reports for clients using various Property Management Systems (PMS) such as Opera v5 and Simphony, ensuring clients receive customized information
• Create spreadsheets for accurate business data calculations and provide necessary information to clients
• Analyze customer feedback to formulate requirements for the development team aiming to improve the product and service
• Offer recommendations for product and support process improvements based on analytical insights

• 3+ years of relevant experience as technical support team members/service desk
• Previous experience in hospitality tech industry is an advantage
• Good level of UiPath knowledge/Orchestrator, Opera systems, Azure, is an advantage
• Strong sense of customer service, dynamic, be able to respect the clients views, and have excellent analytical skills combined with a logical mindset, especially when dealing with complex issues
• Strong interpersonal skills and have the ability to work under pressure
• Ability to learn and adapt quickly, willingness to learn diverse systems and technologies
• Great English communication skills, able to express thoughts with clarity and able to interact with both users and management
• Detail oriented and well organized
• Flexible to adjust work schedule when needed by the business

• Support and tutoring to kick off your learning journey at RobosizeME
• Freelancer contract with attractive compensation
• Flexible working hours, freedom at work
• Working from home
• Interesting work with space for self-realization and the opportunity to contribute to the development of the company with your own ideas
• Friendly team and a cool start-up environment