Customer Support Consultant L2

At Luigi’s Box, we’re transforming e-commerce with smarter, faster, and more personalized shopping experiences.

Our AI-powered search & discovery suite includes five main solutions—Search, Analytics, Recommender, Product Listing and Shopping Assistant—that empower over 4,000 online stores to help their customers find exactly what they’re looking for. Think big names like Notino, Benu,O2, Under Armour, and more. ️

We’re already working with half of the e-shops in the Czech and Slovak markets, and are growing fast in Poland, DACH, the UK, and beyond.

L2 Support at Luigi’s Box sits at the intersection of technical problem-solving and customer communication. You’ll be working directly in HTML, CSS, and JavaScript.

You’ll take ownership of technical support cases from first troubleshooting to resolution: reading console errors, adjusting front-end visuals directly on client websites, digging through logs to track down back-end issues, and turning your findings into clear, actionable answers – sometimes even for customers with no technical background.

Resolve technical support cases end-to-end

• Handle a mix of issues: broken search templates, missing or incorrect analytics, recommendation misconfigs, front-end visual bugs, and plenty of things in between.

• Use your front-end skills (HTML, CSS, JavaScript) to diagnose root causes and deliver clear solutions.

• Communicate findings to customers in plain language — especially when the audience isn’t technical.

Collaborate and escalate with context

• Work closely with the L2 support team to share knowledge and align on complex resolutions.

• Escalate to product teams when needed — with proper context and tracking.

• Engage with CSMs, Account Managers, and Sales when a customer situation needs broader coordination.

Improve the support system

• Document common issues and contribute to our internal and external knowledge base.

• Develop new agentic skills to increase our effectiveness.

• Surface recurring patterns and raise them as product or process improvement opportunities.

• Help make support more scalable by building on what you learn.
  

• HTML, CSS, JavaScript (required)

• VS Code, GitHub, AWS, Sentry for development and debugging

• Zendesk for customer communication

• Luigi’s Box admin tools and integration environments

• REST APIs for integration troubleshooting

• AI-assisted development: GitHub Copilot, Claude
  

Must haves

• Language: Czech or Slovak + English (written and spoken, both required at professional proficiency level); Polish is a plus.

• Solid hands-on knowledge of HTML, CSS, and JavaScript.

• Strong analytical thinking: you can quickly assess a situation and decide on the best path forward.

• Customer-focused communication: you explain technical things without making people feel lost.

• Self-motivated and independent: we’re a remote team, and you’ll often work independently. You’ll never be alone, but you need to be comfortable driving your own day.

• Strong ownership over your ticket queue: you’ll manage multiple support tickets at once and know how to prioritize without losing track of anything.

• Adaptable and open-minded in a fast-changing environment.

Nice to have

• Previous customer support experience, especially in a technical or SaaS context.

• Familiarity with the tech tools and platforms listed above.

• Experience with e-commerce platforms such as Shoptet, Shopify, IdoSell, Magento, or PrestaShop.
  

• Flexible working hours to help you create the perfect work-life balance.

• Hybrid & remote work options: You can work from our offices in Bratislava or Prague, fully remote, or a mix of both.

• Regular company events and team-building activities to stay connected.

• A chance to be part of a growing, innovative company where you can help shape the future.

• An inclusive global team that empowers and supports your needs.

• A collaborative environment built on trust, transparency, and open communication.

• A flat structure: Work with smaller, agile teams.

• Paid time off & sick days.

• Competitive pay: Receive a competitive salary that reflects your skills and experience.

• Employee Stock Ownership Plan (ESOP) in the future.

• Perks:

  • Hardware contribution

  • A MultiSport card (CZ/SK only) or well-being contribution

  • Self-development allowance

  • Team breakfasts

  • Office refreshments

  • Parental benefits

  • Birthday surprise

  • And more!