Senior Technical Support Specialist (m / f / d)

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

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

• Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded who build our success story together
• Company culture is important to us - we strive to continuously develop a positive, vibrantand inspiring environment that enables everyone to thrive both personally and professionally
• Get involved! We have plenty of initiatives and love to see people from all department enthusiastically participating and shaping our future together in different cross-department projects
• Your work-life balance is important to us too - we offer flexible working hours, hybrid working and the possibility of workcations (in accordance with our company policy)
• We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Odense, Lisbon and Prague or online
• You are the most valuable asset to our company which is why we’re happy to offer awesome benefits like our personal development budget, job-related language courses and a lot more (depending on your location) to focus on your well being