At Daktela, you will join a fast-growing European SaaS company that is innovating and disrupting the customer care industry. You will contribute to building one of the leading CCaaS platforms that helps over 1,600 companies worldwide to deliver excellent customer care. As we expand, we create opportunities for talented people who want to grow their careers.
Why Daktela
- Successful and constantly growing global company with plenty of opportunities.
- Great, innovative product.
- Fast-moving and agile environment where you can change things.
- A lot of opportunities to grow.
- Great company culture.
- A fair reward, nice package of benefits and company events and activities.
What you’ll do
As a Support Engineer AI you will provide best-in-class technical support for our AI Platform. Your core focus is resolving incidents around the AI platform and keeping its integrations with the Daktela CC platform and customer systems running smoothly. You'll be the go-to person when AI-powered bots and automation flows don't behave as expected.
You will:
- Resolve incidents and service requests related to the AI Platform and its automation flows (voicebots, chatbots, emailbots).
- Troubleshoot integrations between the AI Platform, the Daktela CC platform and customer systems — diagnose failing API calls, data flows and routing/dialog logic.
- Analyse dialog and execution traces, debug issues, monitor behaviour and tune performance.
- Adjust and fine-tune LLM prompts to improve bot behaviour and resolve issues.
- Verify and validate LLM outputs — check accuracy, consistency and quality, and catch unexpected or incorrect responses.
- Investigate and reproduce reported problems, identify root causes and apply or escalate fixes.
- Communicate with customers throughout the support process — clarify issues, keep them informed and confirm resolution.
- Work closely with the development and delivery teams to escalate and follow up on complex cases.
Your experience and skills
- A solid technical background — Linux, networking, databases, APIs (REST/JSON), and ideally also VoIP.
- A troubleshooting mindset — you enjoy digging into logs, traces and integrations to find the root cause.
- Familiarity with (or strong motivation to learn) AI/automation tooling — conversational AI, bots, dialog/automation flows and prompt engineering.
- Basic scripting ability (e.g. JavaScript) to read and debug automation and integration logic.
- A customer-focused approach with strong communication skills and a professional attitude.
- Ability to work independently and take ownership.
- High motivation to learn new things.
- Communicative level of English.
- Czech or Slovak at C2 level.
- Active use of AI tools.
What makes this role exciting
- Work in a friendly and open team where your ideas matter.
- You’ll see the product across the entire ecosystem—web, desktop, mobile, and integrations.
- Your work has a real impact on quality; everything you contribute goes directly to 1,800+ customers.
What we offer
- Twice a year we distribute bonuses according to the company's profit
- New modern offices
- Hybrid work environment (home office)
- 5 weeks of vacation
- Referral bonus
- Sick days, meal contributions, and a Multisport card
