Support Engineer (afternoon/night shifts)

Apify is the largest marketplace of tools for AI. 25,000 Actors helping people and agents get real-time web data, track competitors, generate leads, or integrate their apps. Actors are built by a global creator community that now earns more than $1M every month.

Join us to help people put the web to work. Apify can find missing children , protect consumers from fake discounts across the EU , and feed data to AI chatbots .

To support this mission, Apify is looking for a Night Shift Support Engineer to handle customer inquiries from 5 PM to 2 AM CET . You'll solve both business and technical issues via chat and email, while mastering our web scraping platform. If you have programming knowledge, strong communication skills, and prefer evening hours, join our team in Prague, Brno, or remotely in Czech republic.

What you’ll be working on

Our Support team processes customer questions and other internal notifications every day . Besides Apify Console , our main tools are Intercom for external tickets and Slack for internal notifications and discussions.

The conversations cover a wide range of both business and technical topics, for example:

What we consider business

Choosing the right subscription plan

Help with invoices and billing

Help to understand Apify features

What we consider technical

Help with integrations

Coding help with Apify API/SDK

Help with Apify-maintained Actors

When our AI bot processes the external conversations, it divides them into different priorities based on various criteria. Our team then holds different SLAs based on the priority levels. Our main goals concern customer experience. It’s namely the customer satisfaction and response timeliness . Apify’s customers can be both businesses and end-users, but we’re generally used to a B2C setup, with a larger volume of shorter engagements.

From internal notifications, we have a set of topics that are challenging to automate because they need human insight, but need to be processed in a timely manner. They typically are related to processing certain billing issues or preventing fraudsters from exploiting the platform.

We always provide only written support, either via chat or email . Our Support team doesn't provide phone support or on-site visits.

Besides providing support, we also get our feet wet with other projects. For example, we’re really into automation and simplification of processes, AI in Support, building knowledge in Help Center, and also expanding our technical insights.

As Apify grows, we’d like to expand to cover American timezones . At the same time, we’d like to keep our multicultural and multilingual but Czech-based culture. That’s why we’re looking for a night owl. The office time will typically be from 5 PM to 2 AM CET on workdays . You can do that from one of our offices in Prague, Brno, or fully remotely. We may occasionally want you to come sooner or to participate in one of our company events.

As we are expanding our support coverage, we may hold shifts for public holidays and also weekends for the most urgent conversations.

Who we're looking for

1–2 years of support experience, ideally in a software-as-a-service company

Knowledge of programming principles and HTML/CSS/JavaScript is an advantage, interest in technology at the very least

Preferences to work in the afternoons/evenings (from 5 PM to 2 AM CET) with holiday/weekend standby duties

Passion for technology

Ability to explain complex information to customers clearly and concisely

Professional verbal and written communication skills in English

Strong customer orientation

By the end of the first 3 months, we expect you to

Onboard into the Apify platform based on your technical level

Understand different types of Actors and what customers can do with Apify

Learn the Support processes

Get acquainted with Apify Console, Intercom, and Slack

Learn working with our staging environment to test out recommended approaches

Process your first 50 conversations in the first month and then slowly expand to full capacity

By the end of the first 6 months, we expect you to

Start maintaining a great customer satisfaction in your conversations

Start participating in team duties

Stay up to date with newly released functionality

Learn our educational materials - inside and out

Collaborate on creating a work division structure that ensures the best distribution of time and effort

Contribute to Apify's Help Center and internal knowledge base

Why should you work at Apify?

Space, support, and autonomy for personal growth, with a direct impact on our success

Full-time position in Prague (Lucerna Palace), Brno (Titanium) or fully remote

Nobody counts holidays as long as the work gets done 💪

Unlimited Claude for every Apifier. We don't count tokens. Just use them well 🤖

Stock options and profit sharing 💰

Free Multisport card

We welcome pets, kids, and bikes at the office

Epic team buildings and offsites 🚢 with biking, canoeing, and other adventures 🪂

Solid education and training budget, conference tickets, internal “Eat & Learn” sessions, and the possibility to work across teams

Generous hardware budget 💻

Free dinners every day when working from the office 🌮🥡

Unlimited supply of ☕ & 🍺 and snacks

Free entry to the wonderful Prague and Brno Zoo 🐘

Ping-pong, chess, PS5, lightsabers🏓

For more details about Apify and what it is like to work with us, see our Careers page .