{"id":3275817,"url":"https://alion.io/job/synology-technical-support-specialist-mfd","title":"Technical Support Specialist (m/f/d)","company":{"id":62221,"name":"Synology","domain":"synology.com","url":"https://alion.io/company/synology","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Czech Republic"],"countries":["CZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":38000,"period":"year","method":"role_country_seniority_unknown","sample_n":31},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T12:34:24Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-30T04:02:45Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Build a better world with data\nAt Synology, we develop innovative solutions that help individuals and businesses manage, protect, and access their data. Our Technical Support Team plays an essential role in ensuring customers receive reliable, professional assistance when technical challenges arise.\nWe are expanding our European Technical Support Teamand are looking for a motivated and customer-oriented Tier 2 Business Support Specialist based in Brno or Prague, Czech Republic. Working primarily remotely as part of our international support team, you will investigate complex technical issues, manage escalated customer cases, and collaborate closely with colleagues all over Europe, as well as our headquarters and development teams.\nYou will support Synology's diverse product portfolio, including NAS and SAN solutions, backup and data protection, networking, surveillance, and collaboration services.\nWe value strong problem-solving abilities, clear communication, technical curiosity, and a willingness to continuously learn.\nYour mission\nDiagnose hardware, software, storage, networking, and performance issues across our product portfolio.\n\nManage customer enquiries through our Customer Support System (CSS), providing clear troubleshooting guidance and regular progress updates.\n\nConduct remote troubleshooting sessions where direct access is needed to investigate an issue.\n\nIdentify recurring issues and work with HQ to investigate root causes and recommend long-term solutions.\n\nProvide on-site technical assistance in exceptional circumstances.\n\nAnalyze system logs and diagnostic reports to identify identify the causes of technical issues.\n\nReproduce customer-reported problems, conduct testing, and validate potential solutions.\n\nCollaborate with EU colleagues, HQ, product specialists, and development teams to investigate complex cases, ensuring clear communication and effective case handovers.\n\nPrepare structured technical escalations, documenting findings, troubleshooting steps, diagnostic data, and reproduction procedures.\n\nParticipate in internal technical training to continuously develop your knowledge of Synology products and technologies.\n\nContribute to improving our support workflows, troubleshooting methods, and escalation processes.\n\nMaintain clear and accurate documentation of customer cases, technical investigations, and resolutions.\n\nYour profile\nPrevious experience in technical support, IT troubleshooting, or a similar customer-facing technical role.\n\nStrong analytical thinking and problem-solving skills, with a structured approach to investigating technical issues.\n\nExcellent written communication skills, with the ability to explain complex technical matters clearly, accurately, and professionally.\n\nStrong customer-service orientation, patience, and the ability to handle challenging technical situations professionally.\n\nA strong sense of responsibility, with the ability to independently manage technical cases and follow them through to resolution.\n\nGood organizational skills, attention to detail, and the ability to document technical findings accurately.\n\nA collaborative attitude, willingness to learn, and motivation to continuously develop your technical skills.\n\nKnowledge or experience in any of the following areas would be beneficial: Storage, Networking, Operating Systems, Virtualization, Data Protection and Technical Diagnostics.\n\nEnglish proficiency at a minimum B2 level, both written and spoken.\n\nYou are located in Brno or Prague, Czech Republic\n\nWillingness to work within a 24/7 rotating shift system, including nights, weekends, and public holidays.\n\nA valid Category B driver's license is a plus\n\nWhat we offer\nFull-time employment contract via our EOR partner\n\nA Culture of Ownership: We trust you to be the expert. You'll be given the responsibility to match your freedom.\n\nWork with Products You Can Believe In: We're a leader in our category, making technology that people genuinely love to use.\n\nCompetitive Compensation: We offer a fixed salary plus a performance-based bonus that directly rewards your results.\n\nVibrant Team Culture: Join a supportive, tech-passionate team. We invest in our culture through regular team-building events, company gatherings, and a collaborative environment.","description_format":"text","description_chars":4279,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Czech Republic","iso":"CZ","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Enterprise Storage Systems","Digital Storage","Backup & Disaster Recovery"],"lifecycle":[{"event":"open","at":"2026-10-26T14:39:51Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":52,"reasons":["conf:1","win:early"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/synology-technical-support-specialist-mfd","json_url":"https://alion.io/job/synology-technical-support-specialist-mfd.json","meta":{"generated_at":"2026-10-30T06:32:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9124,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":62221},"rest":"https://alion.io/mcp/rest/get_company?id=62221"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsynology-technical-support-specialist-mfd"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsynology-technical-support-specialist-mfd"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsynology-technical-support-specialist-mfd"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/synology-technical-support-specialist-mfd\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsynology-technical-support-specialist-mfd"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3275817}},{"tool":"search_jobs","arguments":{"company":"synology.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3275817},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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