Senior Support Engineer (Shift-Based incl. Evening/Night Rotations)

We are looking for a Senior Support Engineer to join a multi-client support delivery team. The team supports more than 20 clients across Europe and beyond in Fintech, e-Commerce, Retail, Travel, and Technology, serving as a single point of contact for user requests and queries related to supported applications and systems.

At this level, you are expected to be self-managed, technically advanced, and capable of coaching junior team members while independently driving incident resolution and process improvement.

Responsibilities

• Own and drive the end-to-end ticket lifecycle: registration, classification, triage, resolution, and escalation to higher support tiers when necessary, following ITIL/ITSM best practices.
• Process and respond to alerts, emails, and phone calls, demonstrating ownership and personal accountability for resolution quality.
• Perform advanced application health checks, proactive monitoring, and support activities.
• Apply knowledge of on-premises, private, and public cloud infrastructure to troubleshoot infrastructure-related incidents.
• Participate in and lead technical bridges, phone conferences, and customer workshops independently.
• Identify, escalate, and resolve gaps in the Knowledge Base; own and maintain Knowledge Base content to ensure accuracy and completeness.
• Contribute to and drive continuous improvement of ITIL/ITSM support processes; train team members on defined procedures.
• Assist with reporting, ticket quality checks, and trend analysis to support proactive service improvements.
• Act as a technical trainer, coach, and mentor for junior and mid-level support engineers.
• Participate in support process reviews, internal team meetings, and continuous improvement initiatives.
• Create and maintain high-quality technical and project documentation.

Requirements

• 3+ years of hands-on experience in customer and/or technical support.
• Advanced proficiency in OS administration, databases, and networking; Intermediate+ professional support skills.
• Experience in service monitoring.
• Advanced knowledge of MS Windows and/or Linux administration.
• Strong command of MS Office Suite.
• Ability to perform complex database queries for diagnostic purposes.
• Understanding of networking concepts, including DNS, TCP/IP, and VPN.
• Awareness and working knowledge of cloud platforms: AWS, Azure, and GCP.
• Experience with ITSM/ticketing tools such as ServiceNow, Jira, or Zendesk.
• Strong knowledge of ITIL processes and the ability to train others on them.
• Ability to independently own a Knowledge Base and document solutions to high quality standards.
• Fluent English (B2+) with excellent verbal and written communication and strong phone etiquette.
• Structured analytical approach to complex and non-standard incidents.
• Full self-management and high personal accountability.
• Ability to independently lead customer interactions and build trust.
• High adaptability to changing conditions and non-standard work schedules.
• Readiness to work non-standard shifts, including weekends, holidays, mornings, evenings, and nights.

Nice to Have

• ITIL Foundation certification or higher.
• Experience with scripting or automation for support tasks.
• Business domain knowledge in Fintech, e-Commerce, Retail, or Travel.
• Experience designing or implementing support processes.

We Offer

• Hybrid work and an opportunity to work remotely within Poland.
• Opportunity to work abroad for up to 60 days annually.
• Business-driven relocation opportunities.
• Career development programs, thought leadership, mentoring, soft-skills, and well-being programs.
• Certification opportunities in Anthropic, Gemini, GCP, Azure, and AWS.
• English classes.
• Stable pay.
• Employee Stock Purchase Plan participation with a 15% discount.
• Benefits package, including health insurance, Multisport, and shopping vouchers.
• Referral bonuses up to $2,000.
• Offices with entertainment and relaxation zones, table tennis, football, free snacks, and coffee.
• Corporate, social, and well-being events.

Benefits listed above are available to employees only.

Contractor arrangements are available; B2B cooperation terms are agreed individually.