🧑‍💻 About the role

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.

What you’ll do

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.

💻 Tech you’ll work with

• 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

💫 What makes you a great fit

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.

🥳 What’s in it for you

• 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!

🤝 Meet your team

Luigi’s Box is a fast-growing scale-up in the booming SaaS industry, specializing in cutting-edge solutions for site search & product discovery. With an international team of around 120 experts spanning 10+ countries, we bring deep expertise and passion to everything we do.

🩵 Ready to join?

Join Luigi’s Box and help us continue to shape the future of e-commerce.

How to apply:

Click the ‘Apply’ button to submit your application.

What to expect next:

• Intro call with one of our Talent Partners (online).
• Take-home technical assessment.
• Interview with Mateusz Zagórski, L2 Support Lead.

Interview with Zuzana Čellárová, VP of Customer Experience, followed by an optional reference check.