Technical Support Engineer

🏢 Summary: Shift-based Technical Support Engineer role focused on diagnosing and resolving complex production issues in a global SaaS clinical AI platform. The position bridges customers and engineering, leading incident response, troubleshooting distributed systems, and ensuring platform reliability. Ideal for candidates experienced in production support, SQL-based investigation, and working in fast-paced, customer-facing technical environments. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze system behavior across distributed systems and application layers, Experience collaborating with Engineering teams to escalate and resolve issues, Ability to handle production incidents, alerts, and time-sensitive customer-impacting issues, Availability for shift-based work including evenings, weekends, and holidays, Ability to conduct live troubleshooting sessions with customers 📃 Skills: SQL, APIs, REST, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. - Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows. Requirements - Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights. - A demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role. - Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues. - Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments. - Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers. - Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution. - Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues. Nice to Have - Experience participating in incident response, production alerting, or on-call rotations in a live production environment. - Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues. - Experience supporting or operating within SaaS or cloud-based platforms. - Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms. - Comfort analyzing application logs, system metrics, and traces to diagnose production issues. - Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows. - Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. What we offer: - A range of medical, dental and vision benefits - Stock options for all full-time employees - Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met. - A 401(k) plan with company match, life insurance, plus long- and short-term disability - The opportunity to directly improve medical care and impact patient outcomes

🏢 Summary: Shift-based Technical Support Engineer role supporting a global clinical AI SaaS platform, acting as the bridge between customers and engineering to resolve complex production issues. The position focuses on diagnosing system behavior, coordinating incident response, and ensuring platform reliability through deep troubleshooting and clear customer communication. Ideal for candidates experienced in production support within fast-paced, customer-facing technical environments. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in complex production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze distributed systems and application layers, Experience collaborating with Engineering teams on escalations, Ability to handle production incidents, alerts, and time-sensitive issues, Availability for shift-based work including evenings, weekends, and holidays, Ability to conduct live troubleshooting sessions with customers 📃 Skills: SQL, APIs, REST, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Quick Facts - Shift-based support role - Global customer-facing production support - Focus on incident response and system reliability Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. - Strengthen production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern, high-impact Support organization, contributing ideas that improve how issues are detected, investigated, and resolved. Requirements - Exceptional communication skills with a customer-first mindset. - Ability to troubleshoot live with customers during critical situations. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or similar roles. - Strong troubleshooting and analytical skills. - Proficiency in SQL for production data investigation and root cause analysis. - Ability to analyze distributed systems and application layers. - Experience collaborating with Engineering teams on escalations. - Comfort operating in fast-paced production environments handling incidents and alerts. Nice to Have - Experience with incident response, production alerting, or on-call rotations. - Familiarity with observability and monitoring tools. - Experience supporting SaaS or cloud-based platforms. - Working knowledge of Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, REST endpoints, request/response payloads, and authentication mechanisms. - Experience analyzing application logs, system metrics, and traces. - Familiarity with Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar). - Exposure to AWS, GCP, or Microsoft Azure. Benefits - Medical, dental, and vision benefits. - Stock options for full-time employees. - Flexible time off without accrual limits, coordinated with team and manager. - 401(k) plan with company match, life insurance, and long- and short-term disability coverage. - Opportunity to directly improve medical care and impact patient outcomes.

🏢 Summary: Shift-based Technical Support Engineer role focused on diagnosing and resolving complex production issues in a SaaS clinical AI platform, acting as the bridge between customers and engineering. The position involves incident response, system troubleshooting, SQL-based investigations, and improving operational reliability for global customers. Ideal for candidates experienced in production support within fast-paced, cloud-based environments. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in complex production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze distributed systems and application layers, Experience collaborating with Engineering teams on escalations and resolutions, Experience handling production incidents, alerts, and customer-impacting issues, Availability for shift-based work including evenings, weekends, and holidays 📃 Skills: SQL, SaaS, REST, API, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday.com, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues Serve as the primary technical owner for complex customer issues and escalations. Investigate and resolve technical problems spanning multiple systems and services. Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response Monitor and triage production alerts impacting customers or system reliability. Coordinate incident response efforts across engineering and internal teams. Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data Diagnose issues using logs, system metrics, and SQL queries. Analyze system behavior to identify root causes of production problems. Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence Develop and maintain troubleshooting documentation, runbooks, and operational processes. Identify recurring patterns and contribute to systemic improvements. Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team Share technical insights and best practices with colleagues. Act as a technical resource within the Support organization. Impact You'll Have Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices. Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows. Requirements Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights. A demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease. 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role. Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues. Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments. Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers. Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution. Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues. Nice to Have Experience participating in incident response, production alerting, or on-call rotations in a live production environment. Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues. Experience supporting or operating within SaaS or cloud-based platforms. Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms. Comfort analyzing application logs, system metrics, and traces to diagnose production issues. Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic. Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows. Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. What we offer: A range of medical, dental and vision benefits Stock options for all full-time employees Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met. A 401(k) plan with company match, life insurance, plus long- and short-term disability The opportunity to directly improve medical care and impact patient outcomes Aidoc is deeply committed to creating an inclusive workplace, and to the principle of equal opportunity for all individuals. We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.

🏢 Summary: Shift-based Technical Support Engineer role focused on diagnosing complex production issues, coordinating incident response, and ensuring platform reliability for global SaaS customers. The position bridges customers and engineering teams, leveraging SQL and system analysis to resolve technical problems and improve operational processes. Ideal for candidates experienced in production support and distributed systems troubleshooting. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations or similar customer-facing technical role, Strong troubleshooting and analytical skills in production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze and debug distributed systems and application layers, Experience collaborating with Engineering teams to escalate and resolve issues, Ability to handle production incidents, alerts, and time-sensitive customer issues, Availability for shift-based work including evenings, weekends, and holidays 📃 Skills: SQL, REST, APIs, Python, Bash, AWS, GCP, Azure, Datadog, Grafana, NewRelic, Salesforce, Jira, Atlassian, Monday.com, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. - Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows. Requirements - Exceptional communication skills with a customer-first mindset. - Ability to troubleshoot with customers via calls or remote sessions during critical situations. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role. - Strong troubleshooting and analytical skills. - Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments. - Ability to analyze system behavior and debug issues across distributed systems and application layers. - Experience partnering closely with Engineering teams to escalate issues and drive timely resolution. - Comfortable operating in fast-paced production environments, including handling incidents and alerts. Nice to Have - Experience participating in incident response, production alerting, or on-call rotations. - Familiarity with observability, monitoring, and debugging tools. - Experience supporting or operating within SaaS or cloud-based platforms. - Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms. - Comfort analyzing application logs, system metrics, and traces. - Familiarity with observability and monitoring platforms such as Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar). - Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. What we offer: - A range of medical, dental and vision benefits - Stock options for all full-time employees - Flexible time off without vacation accrual limits, coordinated with your manager and team. - A 401(k) plan with company match, life insurance, plus long- and short-term disability - The opportunity to directly improve medical care and impact patient outcomes Aidoc is deeply committed to creating an inclusive workplace and equal opportunity for all individuals.

🏢 Summary: Staff Engineer role focused on leading the design, evolution, and reliability of a high-scale distributed backend platform that generates and distributes real-time customer offers. The position combines deep hands-on backend engineering with architectural leadership in event-driven systems. It emphasizes scalability, performance, observability, and operational excellence in a complex production environment. 🗂️ Requirements: Experience owning complex backend systems end-to-end in scalable production environments, Proven experience designing and operating distributed systems, Strong backend engineering expertise in Java, Solid understanding of JVM performance, Hands-on experience with Apache Kafka, Hands-on experience with Spring Boot and/or Vert.x, Hands-on experience with Redis, Hands-on experience with OpenSearch or Elasticsearch, Experience with observability tools such as Datadog, Grafana, or Kibana, Strong system design skills in event-driven and asynchronous architectures, Knowledge of concurrency and non-blocking system design, Experience with scalability, resiliency, and fault-tolerance strategies, Experience debugging production incidents in distributed environments 📃 Skills: Java, JVM, Kafka, Spring, Vert.x, Redis, OpenSearch, Elasticsearch, Datadog, Grafana, Kibana, Kubernetes 🏢 Description: ABOUT THE ROLE We are looking for a passionate and highly experienced Staff Backend Engineer to help lead the design, development, reliability, and evolution of a complex distributed backend platform. This role is ideal for someone who enjoys going deep into understanding both the technical and business context behind problems, not just implementing solutions mechanically. We value engineers who are curious, proactive, and driven by learning - people who enjoy experimenting, challenging assumptions, and troubleshooting complex systems until the root cause is fully understood. As a Staff Backend Engineer, you will provide technical leadership across architecture, engineering practices, and platform evolution while remaining hands-on when needed. You will help teams make better technical decisions, raise engineering standards, simplify complex systems, and create solutions that balance business needs with long-term platform health. We're looking for someone who is comfortable working in ambiguity, treats failure as an opportunity to learn, welcomes constructive feedback, and leads through collaboration, ownership, and execution rather than authority. ABOUT YOUR FUTURE PLATFORM TEAM We build and operate a critical backend platform that generates, validates, and distributes customer-facing offers across multiple markets in real time. The system sits at the intersection of pricing, configuration, compliance, and localization - where milliseconds matter, correctness is non-negotiable, and small mistakes can have large-scale impact. Our systems apply complex configuration and licensing rules, handle market and event-level blocking, manage multi-language localization, and transform raw pricing data into customer-ready offers consumed across the ecosystem. We process high-throughput event streams, deal with constantly changing data, and solve problems that require both strong engineering fundamentals and deep domain understanding. Success means no incorrect or missing offers in production, near real-time reflection of pricing and configuration changes, fully compliant offers across jurisdictions, and seamless multi-language experiences for customers. Our ecosystem is built around: Event streaming and backbone: Apache Kafka Backend services: Java 23+ with Spring Boot and Vert.x (we are continuously evolving toward highly reactive, asynchronous, and event-driven architecture) State and performance optimization: Redis Search and analytics: OpenSearch / Elasticsearch Observability and operations: Datadog, Grafana, Kibana Runtime and scalability: Kubernetes-based containerized infrastructure We are actively evolving our platform toward more reactive, asynchronous, and event-driven architectures, making this an exciting environment for engineers who enjoy distributed systems, performance, concurrency, and real-time data processing challenges. WHAT YOU'LL DO Technical Leadership Leading architecture and design discussions for scalable, resilient distributed systems Collaborating with Architects and senior engineers to define solution approaches and evaluate new technologies through spikes and PoCs Improving and simplifying existing system designs while maintaining high engineering standards for performance, correctness, and maintainability Maintaining a strong engineering bar across quality, scalability, and maintainability Platform Reliability & Engineering Excellence Proactively identifying scalability, reliability, and performance risks across the platform Leading debugging and root cause analysis for complex production incidents Improving observability, monitoring, alerting, and operational readiness Driving technical debt reduction and continuous platform improvement Promoting best practices across event-driven systems, resiliency patterns, performance optimization, testing, automation, and CI/CD Team Enablement & Collaboration Supporting day-to-day technical coordination within the team and contributing to incident handling and engineering discussions Mentoring engineers through design reviews, code reviews, and hands-on technical guidance Supporting cross-team collaboration and helping troubleshoot integration and platform issues Encouraging a culture of collaboration, clarity, and shared ownership Actively participating in engineering communication channels and helping unblock others Delivery & Execution Working closely with Product, Engineering Managers, and Architects to translate ideas into executable technical solutions Helping define and break down EPICs and technical initiatives in Jira Driving clarity in ambiguous or complex technical initiative Ensuring alignment between short-term delivery needs and long-term platform evolution WHAT WE'RE LOOKING FOR Required Experience: Experience owning complex backend systems end-to-end in scalable production environments Proven experience designing and operating distributed systems Strong backend engineering expertise in Java, with solid understanding of JVM performance Hands-on experience with: Apache Kafka and event-driven architectures Spring Boot and/or Vert.x Redis for low-latency and stateful use cases OpenSearch / Elasticsearch for querying and analytics Observability tools such as Datadog, Grafana, or Kibana Strong system design skills, including: Event-driven and asynchronous architectures Concurrency and non-blocking system design Scalability, resiliency, and fault-tolerance strategies Evaluating trade-offs between latency, throughput, and consistency Experience debugging production incidents in distributed environments Strong communication skills and ability to influence technical decisions across teams Proactive mindset with strong ownership and accountability Comfortable working in complex, fast-paced engineering environments Collaborative approach and willingness to support and mentor others Nice to Have: Kubernetes and cloud-native infrastructure experience Experience building internal platforms or shared engineering frameworks SRE mindset and operational excellence practices Experience with real-time or high-throughput data systems Experience leading cross-team technical initiatives WHAT SUCCESS LOOKS LIKE Teams rely on you for technical direction and practical problem-solving The platform becomes more reliable, scalable, and easier to operate over time Production incidents decrease due to proactive engineering and improved system design Cross-team dependencies are better coordinated and easier to manage Engineering quality and consistency improve across services and squads Engineers grow technically through your mentorship and guidance WHAT WE OFFER Competitive salary aligned with your experience, expertise, and impact A collaborative, inclusive, and fast-paced engineering environment where ideas are welcomed, ownership is encouraged, and continuous learning is valued Hybrid work policy 4 weeks of Workation (T&C apply) Benefits package - 800 PLN net (B2B)/gross (UOP) monthly with access to the cafeteria platform (private medical care, insurances, sports card) Training budget ICAS assistance program that can provide help and guidance during challenging moments. Our office provides complimentary snacks and drinks; on Mondays, we serve complimentary breakfast. Team and office social events throughout the year Free parking for bicycles and motorcycles Free gym in the building Equipment: MacBook Pro + smartphone (iPhone 16/17 or Samsung Galaxy S25)

🏢 Summary: On-site IT Support Engineer role providing Level 1–2 technical support for end users in a Poland office, ensuring reliable local IT operations and alignment with global IT processes. The position focuses on hands-on troubleshooting, asset management, Microsoft 365 support, and coordination with regional and global IT teams. 🗂️ Requirements: Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent experience, 1–2 years of experience in IT support, desktop support, or service desk, Experience with Windows 10 and 11 administration and basic macOS support, Hands-on support for mobile devices, printers, and peripherals, Experience with Microsoft 365 including Outlook, Teams, and SharePoint, Experience with ticketing systems and incident management aligned with SLAs, Knowledge of IMAC activities including workstation setup and troubleshooting, Experience managing IT assets and inventory lifecycle, Understanding of identity and access management concepts, Familiarity with basic ITIL concepts including incident, request, and change management, Foundational understanding of AI concepts and use of AI-powered tools 📃 Skills: Windows, macOS, Microsoft365, Outlook, Teams, SharePoint, OneDrive, ITIL, Ticketing, IMAC, ActiveDirectory, AV, Printers, Mobile, SLA, Inventory, AI 🏢 Description: Description We are looking for an On-site IT Support Engineer to provide day-to-day technical support for our Poland office. This role is focused on end-user support, local IT operations, and close cooperation with regional and global IT teams to ensure smooth and reliable technology services. The position combines hands-on technical troubleshooting with user support, asset management, and consistent execution of global IT processes. Requirements As the on-site IT support engineer for the Poland office, this role focuses on end-user support, local infrastructure coordination, and consistent execution of global IT processes. Provide Level 1–2 on-site and remote IT support for end users (Windows/Mac, mobile devices, printers, peripherals). Log, track, and resolve incidents and service requests in the ticketing system in line with SLAs. Support employee onboarding and offboarding, including device setup, access requests, and equipment returns. Manage local IT assets (laptops, accessories, meeting room equipment), ensuring accurate inventory and lifecycle tracking. Perform IMAC activities, including workstation setup, moves, changes, and local troubleshooting. Support Microsoft 365 and collaboration tools (Outlook, Teams, SharePoint, meeting room A/V). Coordinate with regional/global IT teams and vendors for escalations and advanced support. Maintain documentation, support compliance activities, and follow information security policies. Experience, and Certifications Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience). 1–2 years of experience in IT support / desktop support / service desk (on-site and/or remote), ideally in an office environment. Good working knowledge of end-user computing (Windows 10/11, basic Mac support), mobile devices, printers, and standard troubleshooting practices. Familiarity with Microsoft 365 (Outlook, Teams, OneDrive/SharePoint) and meeting room / A/V basics; understanding of common identity/access concepts is a plus. Experience handling IT assets and inventory updates; comfortable following standard processes for device lifecycle, repairs, and replacements. Ability to coordinate with vendors and regional/global IT teams for escalations and scheduled on-site visits, providing clear information and follow-through. Well-organized and able to prioritize multiple tickets and tasks, documenting work clearly and escalating appropriately. Experience with ticketing tools and basic ITIL concepts (incident, request, change) is an advantage. Foundational understanding of AI concepts, including how machine learning models  work, common AI use cases, and basic principles of data handling. Ability to use AI‑powered tools and platforms to support daily tasks, with strong attention to detail and commitment to maintaining data accuracy. Fluent command of the Polish language (C1/C2) What you can expect from us: Unique professional and personal development at one of the pioneer companies in professional insurance support. Ongoing professional training – to onboard you for a good start and your further professional development. Your own growth training budget - use internal and external development opportunities and take advantage of your own budget. LUXMED medical cover for you with full dental care, oncological preventive program and additional mental health support with helpline & individual sessions with a therapist.. 8-hour work time with a lunch break already included - spend the rest of the day doing what is important to you as intended in the #2h4Family program. Private life insurance - 80% of the premium is covered by an employer. Employee referral program - we appreciate you recommending your friends to join us. Additional days off - to celebrate your birthday, moreover, if you want to do a volunteering work, feel free to do so with some extra days off. Integration events - monthly delicious breakfasts, movie nights, board game nights, outdoor events. Lively and modern office in the City Centre with parking space for employees. A supportive and friendly atmosphere created by passionate people.

🏢 Summary: Technical Support Engineer role focused on maintaining and supporting air-gapped cloud environments based on Kubernetes. The position involves infrastructure monitoring, incident resolution, and ensuring high availability in a 24/7 Follow-the-Sun model. The role includes operational procedures management and troubleshooting containerized environments. 🗂️ Requirements: Very good knowledge of Kubernetes, CKAD-level knowledge or equivalent practical experience, Experience in Kubernetes administration, Experience in troubleshooting containerized environments, Knowledge of Git 📃 Skills: Kubernetes, Git, GCP, CKAD, CKA, SAP, GDC 🏢 Description: Poszukujemy Technical Support Engineera, który dołączy do zespołu odpowiedzialnego za utrzymanie i wsparcie środowisk chmurowych opartych o Kubernetes. Osoba na tym stanowisku będzie odpowiadać za monitorowanie infrastruktury, rozwiązywanie incydentów oraz zapewnienie ciągłości działania środowisk. Praca odbywa się w modelu 24/7 Follow-the-Sun, we współpracy z międzynarodowymi zespołami z różnych stref czasowych. Zadania : Utrzymanie oraz wsparcie środowiska GDC działającego w modelu air-gapped. Monitorowanie oraz rozwiązywanie zgłaszanych incydentów. Wykonywanie, walidacja oraz aktualizacja procedur operacyjnych (SOP). Analiza i koordynacja rozwiązywania problemów zgłaszanych przez użytkowników SAP. Udział w dyżurach on-call oraz obsługa krytycznych incydentów produkcyjnych (P0/P1). Tworzenie i utrzymywanie dokumentacji technicznej oraz usprawnianie procesów operacyjnych. Wymagania : Bardzo dobra znajomość oraz umiejętność pracy z Kubernetesem. Wiedza na poziomie Certified Kubernetes Application Developer (CKAD) lub równoważne doświadczenie praktyczne. Znajomość Git. Doświadczenie w administracji Kubernetes oraz diagnozowaniu problemów w środowiskach kontenerowych. Mile widzane : Certyfikat CKA (Certified Kubernetes Administrator​) lub CKAD (Certified Kubernetes Application Developer​) Doświadczenie w pracy z GCP

🏢 Summary: Hybrid B2B role for an Application Support Engineer focused on production support, DevOps practices, and CI/CD pipeline management in complex environments. The position involves leading incident resolution, optimizing service performance, managing containerized deployments, and driving automation and Infrastructure as Code initiatives. The role also supports AI/ML workloads and continuous improvement of operational processes. 🗂️ Requirements: Experience with Docker containerization, Experience with Kubernetes orchestration, Proficiency with CI/CD tools (Jenkins, Maven), Advanced troubleshooting using Splunk, Experience with relational databases (Oracle, DB2), Strong knowledge of DevOps practices, Experience managing production and pre-production environments, Ability to lead RCA and incident management processes 📃 Skills: Docker, Kubernetes, Jenkins, Maven, Splunk, Oracle, DB2, DevOps, CI/CD, RCA, IaC 🏢 Description: B2B contract rate 130 pln/h + VAT work mode: hybrid, Gdańsk We are seeking an experienced Application Support Engineer to join the team. The ideal candidate will have a deep understanding of DevOps practices, innovative solutions, and the ability to manage complex environments effectively. Main Responsibilities Lead RCA processes and implement preventive measures for incident & problem management. Monitor, analyze, and optimize service performance and stability in production support. Build, maintain, and enhance deployment pipelines for multiple APIs in CI/CD management. Maintain Pre-Production and Production environments through effective environment management. Collaborate closely with Platform Operations teams and the delivery factory to foster cross-team collaboration. Create comprehensive runbooks and knowledge bases for operational procedures. Evaluate and implement new DevOps tools, practices, and AI-powered solutions to drive innovation leadership. Implement Infrastructure as Code practices and drive automation for self-healing infrastructure solutions. Support AI/ML workload deployments and operations. Lead the adoption of emerging technologies and best practices. Key Requirements Experience with Docker containerization and Kubernetes orchestration. Proficient in CI/CD tools such as Jenkins and Maven. Advanced troubleshooting skills using tools like Splunk. Proficient in relational databases, specifically Oracle and DB2. Nice to Have Experience with Infrastructure as Code using Ansible. Basic knowledge of Spring, Hibernate, XML, JSON, and Kafka. Experience with modern observability tools such as Prometheus, Grafana, and ELK stack. Experience in AI/ML operations (MLOps) and AI agent deployments. Knowledge of AI model serving platforms and ML workload containerization. Strong understanding of AI agent orchestration and workflow automation. Ability to evaluate and integrate new DevOps tools and practices. Software development knowledge in Java/J2EE. Experience with cloud platforms (AWS, Azure, or GCP). Familiarity with IBM Datastage.

🏢 Summary: The role focuses on providing advanced Level 2 operational support to ensure stability, availability, and performance of a global enterprise network infrastructure. It involves proactive monitoring, incident resolution, configuration management, and troubleshooting across multiple network technologies in a follow-the-sun model. The position requires strong hands-on expertise in network operations and enterprise environments. 🗂️ Requirements: Strong experience in Network Operations or Network Support environments, Experience supporting enterprise-scale network infrastructures, Proven experience in incident management and advanced troubleshooting, Strong knowledge of LAN and Switching technologies, Strong knowledge of Enterprise Wi-Fi environments, Experience with Firewall technologies, Experience with Zscaler solutions (ZIA/ZPA), Experience with SD-WAN environments, Understanding of WAN and underlay connectivity services, Experience with network monitoring and observability tools, Understanding of ITIL processes and service management practices 📃 Skills: LAN, Switching, WiFi, Firewall, PaloAlto, Zscaler, ZIA, ZPA, SDWAN, WAN, TCPIP, ITIL, Monitoring, Observability 🏢 Description: Summary The Level 2 Network Support Engineer plays a critical role in ensuring the stability, availability, and performance of the global network infrastructure. This position provides advanced operational support across multiple network technologies, including LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN services. The engineer is responsible for proactive monitoring, incident resolution, service request fulfillment, and operational support activities while maintaining high service quality and customer satisfaction. This is a hands-on, run-oriented role requiring strong technical troubleshooting capabilities, operational rigor, and a customer-focused mindset. Responsibilities: Monitoring & Supervision: Continuously monitor network services and infrastructure to proactively identify issues and performance degradation. Supervise the health and availability of LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. Analyze alerts and events generated by monitoring platforms. Perform initial diagnostics and corrective actions to restore service as quickly as possible. Escalate complex issues or recurring problems to Level 3 teams when required. Incident Management: Investigate and resolve incidents escalated from Level 1 support or detected through monitoring activities. Perform advanced troubleshooting across supported network technologies. Manage incidents throughout their lifecycle, ensuring timely communication and resolution. Participate in the management of Major Incidents (P1/P2) and support crisis resolution activities. Contribute to root cause analysis and corrective action implementation. Ensure incident records are properly documented and maintained. Request & Work Order Management: Execute service requests and work orders related to network operations. Perform standard operational activities such as configuration changes, access requests, policy updates, and network provisioning tasks. Ensure all requests are completed within agreed service levels and operational procedures. Maintain accurate documentation of completed activities. Operational Support & Service Continuity: Support daily network operations across global regions following a Follow-the-Sun support model. Ensure service continuity through proactive operational management. Participate in operational handovers between regions (APAC, EMEA, NAM/LAM). Collaborate closely with internal teams, vendors, and service providers to ensure efficient service delivery. Knowledge Management & Documentation: Create, maintain, and improve operational documentation, runbooks, procedures, and knowledge articles. Ensure troubleshooting guides remain accurate and up to date. Contribute to knowledge sharing across the support organization. Continuous Improvement: Identify recurring issues and opportunities for operational improvements. Support automation and process optimization initiatives. Contribute to improving monitoring coverage, alert quality, and operational efficiency. Participate in service reviews and operational improvement discussions. Must Haves: Strong experience in Network Operations or Network Support environments. Experience supporting enterprise-scale network infrastructures. Proven experience in incident management and operational troubleshooting. Strong knowledge of LAN and Switching technologies. Strong knowledge of Enterprise Wi-Fi environments. Experience with Firewall technologies (Palo Alto preferred). Experience with Zscaler solutions (ZIA / ZPA). Experience with SD-WAN environments. Understanding of WAN and Underlay connectivity services. Experience with network monitoring and observability tools. Understanding of ITIL processes and service management practices. Nice to Haves: Strong analytical and troubleshooting capabilities. Customer-oriented mindset. Strong communication and collaboration skills. Ability to work effectively in a global and multicultural environment. Ability to manage priorities and work under pressure during critical incidents. Proactive and hands-on mindset. Ownership and accountability. Structured and detail-oriented. Team player with strong collaboration skills. Continuous improvement mindset. Other Details: Key Value of the Role: Ensure network service availability and operational stability. Deliver high-quality support and incident resolution. Maintain customer satisfaction through effective service delivery. Support a scalable and efficient global network operating model. Contribute to operational excellence and continuous improvement initiatives. Reason (Must Have): Strong experience in Network Operations: Essential for effectively managing complex network environments and resolving incidents efficiently. Experience supporting enterprise-scale network infrastructures: Necessary for understanding the complexities and requirements of large-scale networks. Reason (Nice to Have): Strong analytical and troubleshooting capabilities: Adds value by enhancing the quality of incident resolution and operational support. Customer-oriented mindset: Helps maintain high customer satisfaction levels, which is crucial in support roles. Trust Score: Score: High Evidence: Detailed responsibilities, specific technologies listed, and quantified experience levels enhance clarity for precise sourcing. Sourcing Guidance / Clarifications Needed: The job description provides good technical clarity for sourcing. Consider these potential recommendations to enhance the search: Recommendation: Search for candidates with skills in both LAN and Firewall technologies. Rationale: These skills are often found together in complex network environments and can provide more comprehensive candidates. Recommendation: Look for experience with automation tools alongside network troubleshooting. Rationale: Automation expertise can significantly improve operational efficiency and contribute to the continuous improvement initiatives mentioned. Recommendation: Consider candidates with experience in multi-cloud environments. Rationale: Experience in managing services across cloud platforms will lend valuable insight into a diverse network infrastructure.

🏢 Summary: Level 2 Network Support Engineer responsible for maintaining stability, availability, and performance of a global enterprise network infrastructure. The role focuses on advanced monitoring, incident resolution, and operational support across LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. It is a hands-on operational position ensuring service continuity and high-quality network support. 🗂️ Requirements: Strong experience in Network Operations or Network Support, Experience supporting enterprise-scale network infrastructures, Proven experience in incident management and advanced troubleshooting, Strong knowledge of LAN and Switching technologies, Strong knowledge of Enterprise Wi-Fi environments, Experience with Firewall technologies, Experience with Zscaler solutions, Experience with SD-WAN environments, Understanding of WAN and underlay connectivity, Experience with network monitoring and observability tools, Understanding of ITIL processes and service management 📃 Skills: LAN, Switching, WiFi, Firewall, PaloAlto, Zscaler, ZIA, ZPA, SDWAN, WAN, Underlay, Monitoring, Observability, ITIL 🏢 Description: Summary The Level 2 Network Support Engineer plays a critical role in ensuring the stability, availability, and performance of the global network infrastructure. This position provides advanced operational support across multiple network technologies, including LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN services. The engineer is responsible for proactive monitoring, incident resolution, service request fulfillment, and operational support activities while maintaining high service quality and customer satisfaction. This is a hands-on, run-oriented role requiring strong technical troubleshooting capabilities, operational rigor, and a customer-focused mindset. Responsibilities: Monitoring & Supervision: Continuously monitor network services and infrastructure to proactively identify issues and performance degradation. Supervise the health and availability of LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. Analyze alerts and events generated by monitoring platforms. Perform initial diagnostics and corrective actions to restore service as quickly as possible. Escalate complex issues or recurring problems to Level 3 teams when required. Incident Management: Investigate and resolve incidents escalated from Level 1 support or detected through monitoring activities. Perform advanced troubleshooting across supported network technologies. Manage incidents throughout their lifecycle, ensuring timely communication and resolution. Participate in the management of Major Incidents (P1/P2) and support crisis resolution activities. Contribute to root cause analysis and corrective action implementation. Ensure incident records are properly documented and maintained. Request & Work Order Management: Execute service requests and work orders related to network operations. Perform standard operational activities such as configuration changes, access requests, policy updates, and network provisioning tasks. Ensure all requests are completed within agreed service levels and operational procedures. Maintain accurate documentation of completed activities. Operational Support & Service Continuity: Support daily network operations across global regions following a Follow-the-Sun support model. Ensure service continuity through proactive operational management. Participate in operational handovers between regions (APAC, EMEA, NAM/LAM). Collaborate closely with internal teams, vendors, and service providers to ensure efficient service delivery. Knowledge Management & Documentation: Create, maintain, and improve operational documentation, runbooks, procedures, and knowledge articles. Ensure troubleshooting guides remain accurate and up to date. Contribute to knowledge sharing across the support organization. Continuous Improvement: Identify recurring issues and opportunities for operational improvements. Support automation and process optimization initiatives. Contribute to improving monitoring coverage, alert quality, and operational efficiency. Participate in service reviews and operational improvement discussions. Must Haves: Strong experience in Network Operations or Network Support environments. Experience supporting enterprise-scale network infrastructures. Proven experience in incident management and operational troubleshooting. Strong knowledge of LAN and Switching technologies. Strong knowledge of Enterprise Wi-Fi environments. Experience with Firewall technologies (Palo Alto preferred). Experience with Zscaler solutions (ZIA / ZPA). Experience with SD-WAN environments. Understanding of WAN and Underlay connectivity services. Experience with network monitoring and observability tools. Understanding of ITIL processes and service management practices. Nice to Haves: Strong analytical and troubleshooting capabilities. Customer-oriented mindset. Strong communication and collaboration skills. Ability to work effectively in a global and multicultural environment. Ability to manage priorities and work under pressure during critical incidents. Proactive and hands-on mindset. Ownership and accountability. Structured and detail-oriented. Team player with strong collaboration skills. Continuous improvement mindset. Other Details: Key Value of the Role: Ensure network service availability and operational stability. Deliver high-quality support and incident resolution. Maintain customer satisfaction through effective service delivery. Support a scalable and efficient global network operating model. Contribute to operational excellence and continuous improvement initiatives. Reason (Must Have): Strong experience in Network Operations: Essential for effectively managing complex network environments and resolving incidents efficiently. Experience supporting enterprise-scale network infrastructures: Necessary for understanding the complexities and requirements of large-scale networks. Reason (Nice to Have): Strong analytical and troubleshooting capabilities: Adds value by enhancing the quality of incident resolution and operational support. Customer-oriented mindset: Helps maintain high customer satisfaction levels, which is crucial in support roles.