Support Engineer (afternoon/night shifts)

Apify is a web scraping and browser automation platform - with the mission to help anyone get more value from the web - so that they can focus on what matters.

Thousands of developers worldwide build and run web scrapers using our cloud. Many developers later publish and monetize their tools on Apify Store. Solopreneurs, startups, and Fortune 500 companies all use Apify to extract data from billions of web pages and automate millions of manual tasks every month.

To support this mission, Apify is looking for a Night Shift Support Engineer to handle customer inquiries from 5 PM to 2 AM CET. You'll solve both business and technical issues via chat and email, while mastering our web scraping platform. If you have programming knowledge, strong communication skills, and prefer evening hours, join our team in Prague, Brno, or remotely in Czech republic.

What you’ll be working on:

Our Support team processes customer questions and other internal notifications every day. Besides Apify Console, our main tools are Intercom for external tickets and Slack for internal notifications and discussions.

The conversations cover a wide range of both business and technical topics, for example:

• What we consider business:

• Choosing the right subscription plan

• Help with invoices and billing

• Help to understand Apify features

• Processing user compensation

• What we consider technical:

• Help with integrations

• Coding help with Apify API/SDK

• Help with Apify-maintained Actors

When our AI bot processes the external conversations, it divides them into different priorities based on various criteria. Our team then holds different SLAs based on the priority levels. Our main goals concern customer experience. It’s namely the customer satisfaction and response timeliness. Apify’s customers can be both businesses and end-users, but we’re generally used to a B2C setup, with a larger volume of shorter engagements.

From internal notifications, we have a set of topics that are challenging to automate because they need human insight, but need to be processed in a timely manner. They typically are related to processing certain billing issues or preventing fraudsters from exploiting the platform.

We always provide only written support, either via chat or email. Our Support team doesn't provide phone support or on-site visits.

Besides providing support, we also get our feet wet with other projects. For example, we’re really into automation and simplification of processes, AI in Support, building knowledge in Help Center, and also expanding our technical insights.

As Apify grows, we’d like to expand to cover American timezones. At the same time, we’d like to keep our multicultural and multilingual but Czech-based culture. That’s why we’re looking for a night owl. The office time will typically be from 5 PM to 2 AM CET on workdays. You can do that from one of our offices in Prague, Brno, or fully remotely. We may occasionally want you to come sooner or to participate in one of our company events.

As we are expanding our support coverage, we may hold shifts for public holidays and also weekends for the most urgent conversations.

They say there are no perfect candidates, but you might be the one if you have:

• 1–2 years of support experience, ideally in a software-as-a-service company

• Knowledge of programming principles and HTML/CSS/JavaScript is an advantage, interest in technology at the very least

• Preferences to work in the afternoons/evenings (from 5 PM to 2 AM CET) with holiday/weekend standby duties

• Passion for technology

• Ability to explain complex information to customers clearly and concisely

• Professional verbal and written communication skills in English

• Strong customer orientation

By the end of the first 3 months, we expect you to:

• Onboard into the Apify platform based on your technical level

• Understand different types of Actors and what customers can do with Apify

• Learn the Support processes

• Get acquainted with Apify Console, Intercom, and Slack

• Learn working with our staging environment to test out recommended approaches

• Process your first 50 conversations in the first month and then slowly expand to full capacity

By the end of the first 6 months, we expect you to:

• Start maintaining a great customer satisfaction in your conversations

• Start participating in team duties

• Stay up to date with newly released functionality

• Learn our educational materials - inside and out

• Collaborate on creating a work division structure that ensures the best distribution of time and effort

• Contribute to Apify's Help Center and internal knowledge base

Why should you work at Apify?

• Space, support, and autonomy for personal growth, with a direct impact on our success

• Full-time position in Prague (Lucerna Palace), Brno (Titanium) or fully remote

• Nobody counts holidays as long as the work gets done 💪

• Stock options and profit sharing 💰

• Free Multisport card

• We welcome pets, kids, and bikes at the office

• Epic team buildings and offsites 🚢 with biking, canoeing, and other adventures 🪂

• Solid education and training budget, conference tickets, internal “Eat & Learn” sessions, and the possibility to work across teams

• Generous hardware budget 💻

• Free dinners every day when working from the office 🌮🥡

• Unlimited supply of ☕ & 🍺 and snacks

• Free entry to the wonderful Prague and Brno Zoo 🐘

• Ping-pong, chess, PS5, lightsabers🏓