Level 2 Client Support Coordinator/ Technical Advisor (Ref. No.: 2020-BTS-CSCl2day)

Piano Software, s. r. o.

Place of work
Štefánikova 14, Bratislava
Contract type
full-time, trade licence
Start date
Wage (gross)
From 1 400 EUR/month€1400+ Depends on skills and experience

Information about the position

Job description, responsibilities and duties

Our technical support team in Bratislava is growing and we are looking for talented people who are interested in working in an international software company that is global leader in the content monetization industry.

Level 2 Client Support Coordinator/Technical Advisor will be primarily responsible for ensuring that clients across the globe who have signed up with Piano, experience the highest and most professional level of support for their needs.

· Manage second level technical questions, requests and other needs from clients, Investigate, diagnose and resolve tickets that cannot be fixed at the previous level
· Work directly with other teams and the client to identify and replicate technical issues and propose possible workarounds
· Performs sufficient testing to ensure that the introduced solution have fixed the client’s issue
· Coordinate special technical requests with the development team
· Identify and communicate opportunities for improvement in publishers’ implementations of Piano solutions
· Identify, track, and document solutions for common client needs, requests and questions
· Write solutions inputs to our technical documentation team
· Prepare playbooks for standard issues
· Ensuring technical queries not progressing are escalated

If you see yourself mastering this job apply and join our team!

Employee perks, benefits

  • International team based in Bratislava, London, Philadelphia, New York, Izhevsk, Kazan and Amsterdam
  • Laptop
  • Multisport card
  • Paid Sick days
  • Language courses
  • Occasional working from home and flexible time
  • Your ride home is on us
  • Grill parties on company terrace and monthly events
  • Fruit days and amazing coffee
  • Easy going and friendly work environment and relaxed dress code
  • Fun colleagues from all over the world
  • Interesting job with opportunity to work with world class news and media companies
  • Referral bonus

Information about the selection process

The person will gain a lot of experience in the media industry and in particular the domain of content monetization by dealing with and solving issues by working directly with large publishing houses. Piano also has a lot of opportunity for growth within the organisation.

Requirements for the employee

Candidates with education suit the position

Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2)

Number of years of experience


Personality requirements and skills

  • Experience with HTML, CSS and JavaScript is a MUST
  • General understanding and knowledge of web technologies and related problem-solving tools for front end based web technologies
  • Incident management process knowledge is a benefit
  • Motivation to constantly improve your technical knowledge
  • You are not afraid to experiment and propose new solutions and ideas
  • You enjoy solving technical issues and communicate them
  • Ability to solve problems dynamically, creatively and with patience
  • Detail-orientated and able to manage several tasks at once
  • Excellent writing skills
  • Strong interpersonal and communication skills including a firm and patient demeanour
  • Fluent level of English – written and spoken


Brief description of the company

Piano is a fast-growing enterprise SaaS company with operations in Amsterdam, London, New York City, Philadelphia and elsewhere globally. We provide enterprise software to the world’s leading media companies, including NBC Universal, the Economist, Condé Nast, Techcrunch, Bloomberg, and Hearst. Our software enables these companies to create customized digital experiences for users, restrict and sell access to content online, and analyze user behavior in order to drive engagement, loyalty, and revenue.

Number of employees

200-249 employees

Company address

Piano Software s.r.o.
Štefánikova 14
81105 Bratislava
ID: 3867288  Dátum zverejnenia: 10.2.2020  Základná zložka mzdy (brutto): 1 400 EUR/month