Technical Support Specialist (2nd/3rd Line)

Quick Facts

• Role: Technical Support Specialist (2nd/3rd Line)
• Scope: Advanced full-stack troubleshooting and incident/problem management
• Work model: Remote-first with a rotational on-call system and occasional client office visits

Description

You will be a high-level technical expert providing in-depth troubleshooting for the DataWalk analytical platform, focusing on complex issues rather than basic helpdesk requests. You will diagnose and resolve errors across the full stack (including container infrastructure and platform functionality), acting as the primary technical partner to certified administrators and system engineers. The role includes incident and problem lifecycle ownership under contractual SLAs.

Responsibilities

• Act as the sole technical contact for certified ticket requestors to diagnose platform issues, resolve errors, and provide expert guidance
• Manage the full lifecycle of Incidents and Problems while adhering to defined contractual SLAs
• Engage authorized technical personnel via ticketing systems and communication tools (e.g., GoogleMeet, MS Teams)
• Escalate unresolved structural issues with comprehensive technical documentation and root-cause analysis
• Prepare comprehensive and accurate documentation

Requirements

• Minimum 3 years of experience in Technical Support, Service Delivery, IT Specialist, or similar
• Solid understanding of general IT concepts
• Proven UNIX/Linux administration experience (user management and file system understanding)
• Strong skillset in at least two of: SQL, Bash/Python scripting, REST API, Docker/Kubernetes
• AI/LLM and agentic AI frameworks knowledge is a significant asset
• Strong analytical mindset with fact-based, logical problem-solving
• Excellent English and Polish communication (verbal and written) for expert-level client interaction
• Customer service orientation and ability to maintain an expert-to-expert relationship
• Clear communication of complex technical information to both technical and non-technical audiences
• Ability to work independently, prioritize, and manage tasks under pressure
• Proactive, responsible, and urgency-driven attitude

Benefits

• Direct impact on global expansion of a fast-growing investigative analytics company
• Competitive salary and benefits: private healthcare, life insurance, multi-sport cards, training
• Growth opportunities in a dedicated, passionate team
• Challenging and inspiring environment with remote work and occasional client visits