IT Support Specialist (2nd Line)

About the role

Provide engineering and analytical support to maintain process stability in a live logistics environment. This is not a traditional helpdesk role; it focuses on diagnosing issues across technology and business operations.

Responsibilities

• Support system implementations and optimizations, from incident analysis through the Hypercare phase.
• Bridge the needs of business, operations, and development teams and ensure effective information flow.
• Analyze incidents for their impact on business processes and operational continuity.
• Manage tasks and priorities in an environment with dynamic incoming requests.
• Diagnose process anomalies and API integration errors escalated from first-line support.
• Use intermediate to advanced SQL to debug database issues and diagnose logs.
• Partner technically with Business Operations, Hypercare, Product, and Development teams.
• Create technical standard operating procedures (runbooks) for first-line support and optimize diagnostic workflows.

Requirements

• Ability to assess the business impact and criticality of technical issues.
• Self-reliance, flexibility, and ability to balance daily tasks with extended diagnostics and documentation.
• Collaborative communication and relationship-building across organizational units.
• English at B2 level and Polish at C1 level.
• At least 2–3 years of experience in system maintenance, second-line technical support (L2), or IT project management.
• Good knowledge of SQL (PostgreSQL) and experience with complex data architecture.
• Strong communication skills and business maturity for partner-level technology and business discussions.
• Knowledge of Linux and Windows Server basics.

Additional assets

• Practical knowledge of monitoring and log-analysis tools: Grafana and Elasticsearch/Kibana.
• Experience in the logistics or courier industry, or with a distributed device network such as automated parcel machines.
• Knowledge of C# and object-oriented programming.

Benefits

• Well-located offices with equipped kitchens, bicycle parking, green terraces, and modern work tools.
• A 16-inch or 14-inch MacBook Pro, or a Dell computer with Windows, plus necessary accessories.
• Cafeteria-plan benefits, including medical, sports, lunch packages, insurance, and purchase vouchers.
• Employer-funded English classes related to the role.
• Training budget, inter-team tourism, hackathons, an internal learning platform, and an additional volunteering day off.
• Social events, including Spin Kilometers, Family Day, Fat Thursday, and Advent of Code.

Work environment

• Join a team that shares knowledge and experience.
• Work with autonomy in team organization, continuous development opportunities, and freedom to choose appropriate technologies.
• Use a developer platform and internal ecosystem based on self-service tools, including Kubernetes, Docker, Consul, GitHub, and GitHub Actions.
• Access modern AI tools to automate repetitive work and support development of new and existing services.
• Contribute to systems used by millions of customers, operating at scale with more than 1,000 microservices, the Hermes open-source data bus, Service Mesh, large-scale data, and production machine learning.