Support Specialist

About the Role

The Customer Support Team helps customers solve complex technical issues from implementation onwards. This is a client-facing technical role supporting significant financial-services institutions, including banks and investment houses.

The role works closely with Engineering, including Software Developers and Platform Infrastructure Engineers, as well as Product, Customer Success, Sales, and Professional Services teams.

What You Will Be Working On

• Register, prioritise, and document all tickets reported to the Support team using relevant tools and following the incident-management procedure.
• Investigate reported issues, conduct root-cause analysis using a variety of tools, and provide technical support to clients.
• Communicate and coordinate customer-impacting issues internally and directly with end users; manage escalations, expectations, and stakeholder communication.
• Understand customer needs, including relevant feature and configuration requests.
• Conduct customer calls and manage each case through to full resolution.
• Participate in knowledge sharing with colleagues.
• Translate business needs into technical language and, where needed, translate technical information back into business terms.

The Reward Package

• Competitive salary package aligned with skills and experience, reviewed annually.
• Success Share bonus payments.
• Private Medical Insurance — Enel Med.
• Life Insurance.
• Multisport Program.
• Unlimited annual holiday.
• Enhanced family leave.
• Employee Assistance Programme — Wellbee.
• 4 volunteering days off.
• Flexible working policy.
• Referral bonus.
• Spot Rewards.

What You'll Bring

• Experience in customer support with technical products, preferably SaaS products.
• Practical experience querying SQL databases.
• Familiarity with JIRA and Confluence.
• Experience working directly with external customers via email, phone, or video.
• Excellent communication and interpersonal skills, including providing informative updates to customers and global internal stakeholders.
• Willingness to take ownership of issues, solve problems, and investigate technical details.
• Self-sufficiency in researching support tickets through methods including technical documentation.
• Ability to manage a busy workload and balance multiple priorities.
• A positive, flexible, solutions- and ideas-focused approach.
• Willingness to support Polish public holidays on a rotational basis.
• Experience with Groundcover and AWS is a plus.
• Practical experience in Python, Ruby, or JavaScript, and/or a BI tool such as Postman, Tableau, Power BI, or QlikView, is a plus.
• Experience with AI tools is a plus.