Support Engineer

Pricefx is the global leader in enterprise pricing intelligence. We help the world’s largest companies find and recover hidden margin, govern pricing decisions at scale, and turn insight into action across every deal, product, and customer.

Most companies make hundreds of thousands, or even millions, of pricing decisions every year, and small mistakes quietly drain millions in margin.

Pricefx helps companies find that hidden margin fast. Our Agents quickly identify where they’re losing money or missing growth opportunities and connect those actions to core price management and quote-to-cash processes to optimize value capture at scale.

Our product vision is: Every Deal. Priced Right. Every Time.

Your mission?

You will join a team that supports a portfolio of dedicated customers at 3rd level around the Pricefx pricing application. You will build deep knowledge of your customers’ solutions and business models, becoming the technical partner they trust when something does not behave as expected.

Your role goes beyond classic ticket handling. You will contribute to incident, change and release management, while internal QA and consulting teams rely on your understanding of customer configurations. You will work closely with Engineering, TechOps, Consulting and Customer Success in a cooperative setup, organising your own work around customer and business priorities.

If you enjoy variety, can read and analyse code, query a database, follow a log trail and take ownership of customer outcomes, you will find plenty of opportunity to make an impact in this role

You will be in charge of...

• Own and resolve customer requests — analyse and solve incidents and service requests from internal and customer accounts, from first triage through verified resolution.
• Manage incidents by ITIL priority — apply the agreed priority model and work within the SLA entitlement process for each customer (Non-Standard, Standard, Premium, Platinum and Premium Plus)
• Investigate across the whole stack — read application and integration logs, debug Groovy logic, query Postgres, inspect price lists and calculation results, and check server and job performance.
• Reproduce and verify issues — recreate reported behaviour on test partitions and isolate whether the cause sits in configuration, data, the platform or the product itself.
• Perform root cause analysis — establish what happened, document it clearly in the case, and make sure the customer understands both the cause and the fix.
• Handle monitoring events — pick up alerts from monitoring and observability platforms, assess their impact, and act or escalate accordingly.
• Work across integrations — analyse data flows between Integration Manager, customer e-commerce and ERP systems, and the Pricefx platform.
• Report product defects — identify genuine software bugs, check whether they are already tracked, and provide Engineering with well-evidenced tickets, steps, logs and environment details.
• Communicate directly with customers — build trust through clear written communication, calls and remote troubleshooting sessions with their technical experts.
• Support maintenance and upgrades — carry out routine tasks on customer partitions as part of maintenance, release and upgrade activities.
• Share what you learn — create and update knowledge-base articles, known-error records and practical how-to guidance so others can solve similar issues faster

How success is measured?

Beyond your own case work, your objectives are connected to the Technical Support & Operations key results. Concrete targets are agreed with your manager and followed through regular goal-setting and 1:1 conversations. Your Objectives and Key Results are:

• Backlog health and time to value — keep your queue accurate and moving, maintain clear status and next steps, drive older cases towards closure, and flag blockers early.
• SLA compliance — monitor your cases, intervene before a case is at risk, and document the root cause and corrective action for every breach you own.
• Product feedback loop — turn recurring customer problems into well-evidenced, consistently tagged product-gap candidates for Product and Engineering.
• AI-assisted productivity — use approved AI tools responsibly in your daily workflow, validate the results, and share practical use cases that improve the quality or speed of your work.

What should you have to succeed?

• Proven basic programming skills — Groovy, Java or a comparable language.
• Working Linux knowledge — shell, CRON, grep and log navigation.
• SQL and relational database skills — Postgres or MySQL; able to read a schema and write your own queries.
• Interest in web technologies — HTML, JSON, REST APIs and Git.
• Experience with ticketing systems or development methodologies — priorities, SLAs, statuses, workflows and Jira.
• Strong communication skills — excellent written and spoken English, with the ability to communicate clearly with customers and internal teams.
• A thoughtful, analytical approach — customer focus and the patience to keep investigating when the first hypothesis is not correct.
• Commitment to learning — willingness to obtain the Pricefx Certified Configuration Engineer certification within your first year.

This would make it easier:

• Pricing, CPQ or e-commerce domain knowledge.
• Experience supporting SaaS or enterprise software.
• Exposure to cloud platforms such as GCP, AWS or Azure, or to Kubernetes.
• Experience with observability tools such as Grafana, Loki, Prometheus or similar.
• An additional European language.

Other job specifics:

• Evening and weekend standby — after completing your training, you will join a rotation approximately once a month with the other Support Engineers. When on duty, you will be reachable within one hour to pick up new Critical tickets or system-down situations raised by monitoring alerts.
• Fully remote, permanently — working from home full-time is supported and normal here. Pricefx offices are available in several countries, but using one is optional.
• Full-time role — the employment or engagement arrangement will follow what is available in your country of residence.
• Right to work — you must be legally entitled to work in your country of residence.
• Distributed team — we work across countries and time zones, collaborating remotely and asynchronously wherever possible, with regular in-person team meet-ups

Offices in Czech republic

• Prague, Ostrava, Hradec Králové

What will you love about us?

Our people appreciate the warm and friendly atmosphere, as well as the flexibility and growth opportunities we provide. Check out our Glassdoor & Atmoskop scores and reviews. We will support your home office setup with a monthly IT allowance. We prioritize work-life balance and, in addition to vacation, we offer free (sick) days, your birthday, and CSR days off. Building a sense of community is important. We organize regular virtual or in-person meetups and many social activities and challenges. Pricefx is also an environment where diversity, equity, and inclusion are supported and respected. This is why we are proud members of the Pride Business Forum, and ensure fairness in the Gender Pay Gap at Pricefx.

We’re also proud to offer some amazing benefits:

• We will allow you to bring your own device (BYOD) by providing an option of a monthly IT allowance (3825 CZK Net) instead of a pre-selected laptop
• 21 000 CZK in Benefits points/yearly, which can be used for culture, travel, or sports (Multisport card)
• MindCare Program. Enjoy free health support through mentoring, coaching, and therapy
• Free online medical counselling service through ULékaře.cz
• 25 vacation days, 3 free (sick) days, 2 CSR days, and 1 additional day off during your birthday month.
• Sabbatical program after 5 years of service
• Many learning opportunities: Super Duolingo license, personal development plan, mentoring program, 1 day per quarter for your personal development, team budget for additional learning activities
• Holiday bonus, Referral bonus, New baby bonus
• Meal vouchers
• Supplementary Pension Savings/DIP & Investment life insurance contributions
• Our offices are exceptional in look and atmosphere, but you can also work from home

Compensation

The base salary range for this role is 810 000 CZK – 1 212 000 CZK per year, with actual pay to be determined based on experience, skills, and location. This role is also eligible for bonus targeted at 10% of base salary, with actual payout to be determined in accordance with then-current variable pay policy(ies).

Pricefx is committed to ensuring competitive and equitable compensation practices, including with respect to pay transparency. We are an equal opportunity employer and do not discriminate based on status.

IN CASE YOU ARE INTERESTED, PLEASE SEND US YOUR CV IN ENGLISH LANGUAGE