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

Quick Facts

Support Specialist providing end-user support to clients across Europe and globally.

Description

You will act as a single point of contact for user requests and queries related to the applications and systems supported. The role involves analysis, diagnosis, and resolution of tickets/incidents using ITIL best practices and ticketing tools, plus initial processing of service requests, proactive communication, and knowledge base updates.

Responsibilities

• Register, classify, and perform initial triage of tickets
• Resolve or escalate tickets to higher support levels as necessary
• Process alerts, emails, and phone calls
• Monitor and support application health checks
• Identify and escalate gaps in the Knowledge Base; update it
• Assist with reporting and tickets quality checks
• Analyze tickets
• Participate in support process reviews
• Attend internal team meetings

Requirements

• Fluent English (B2 or higher); excellent verbal and written skills; strong phone etiquette
• Strong analytical and research skills; proactive approach to tasks and issues
• Ability to work effectively in a team and think collaboratively
• Personal responsibility and accountability
• High stress resistance and adaptability to changing conditions
• Intermediate or higher knowledge of MS Windows
• Intermediate or higher knowledge of Office Suite
• Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)

Nice to have

• Previous experience in customer and/or technical support
• ITIL knowledge
• Basic networking concepts
• Cloud platform awareness
• ITSM tools usage experience

Benefits

• Stable pay
• Participation in the Employee Stock Purchase Plan with a 15% discount
• Benefits package (health insurance, MultiSport, shopping vouchers)
• Referral bonuses up to $2,000
• Hybrid by design mode and opportunity to work remotely within Poland
• Chance 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 support (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• Offices featuring entertainment and relaxation zones (table tennis, football), free snacks, coffee
• Corporate, social and well-being events