Senior Technical Support Specialist (m / f / d)

Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe there is no need for a trade-off between growth and privacy compliance. Our vision is to unlock the potential of data privacy to empower a thriving digital ecosystem. We work with companies to create a healthy balance between data-driven business and privacy-led marketing for every size of enterprise. Our customers build trust with their users through improved transparency and control to drastically improve marketing and monetization, while achieving full privacy compliance.
We’re looking for an experienced and motivated Senior Technical Support Specialist to join our dynamic team. In this role, you’ll play a key part in helping customers get the most value from our products and services. If you’re curious and motivated by troubleshooting to get to the root cause of an issue, and you’re a natural problem solver who’s passionate about helping businesses solve technical challenges — we want to hear from you!

• Provide excellent technical support to our customers, primarily in writing via Zendesk, and occasionally participate in technical customer calls or workshops
• Handle technical escalations from the support team and ensure timely resolution
• Qualify, report and track bugs as well as feature requests through Jira
• Debug issues, resolve them directly when possible, or escalate to developers and collaborate closely until resolution
• Ensure quality assurance within the Support department by reviewing cases, responses, and internal processes
• Collaborate with Technical Support colleagues on complex issues, providing guidance and troubleshooting strategies
• Provide feedback to the Product Management team based on customer insights to support product improvements
• Work cross-functionally to enhance support workflows and efficiency, and contribute to documentation review and improvement
• Maintain a high standard of service while driving continuous improvement in support operations

• Previous experience in a customer-facing role with a strong understanding of customer needs and technical troubleshooting
• Proficiency in HTML, JavaScript, and CSS, with the ability to debug using Chrome DevTools
• Previous experience with Google Tag Manager or similar platforms (e.g., Adobe, Matomo) is a plus
• Familiarity with CMS platforms such as Duda, Shopify, WordPress, and Wix.
• Strong documentation skills to clearly outline issues, solutions, and processes
• Ability to communicate effectively with developers and understand technical terminology
• Experience in setting up and managing test environments for troubleshooting and validation
• Excellent English communication skills, capable of explaining technical issues at various levels of expertise
• Strong time management and organizational skills, with the ability to handle multiple priorities
• Quick learner with the ability to research and leverage relevant documentation and resources
• A proactive, ownership-driven mindset, taking responsibility for tasks and solutions

Location

Hybrid in Prague (minimum of 2 days a week from the office)