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

Quick Facts

Support Specialist providing end-user support to multiple European and global clients across industries such as Fintech, e-commerce, Retail, Travel, and Technology.

Description

Act as a single point of contact for user requests and queries related to supported applications and systems. Undertake analysis, diagnosis, and resolution of tickets/incidents, ranging from straightforward questions to complex technical issues, using ITIL best practices and ticketing tools. Handle initial processing of all service requests, proactive communication with businesses, and knowledge base updates.

Responsibilities

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

Requirements

• Fluent in English (B2 or higher); excellent verbal and written skills; strong phone etiquette
• Strong analytical and research skills; proactive approach
• Ability to work effectively in a team; collaborative thinking
• Sense of personal responsibility and accountability
• High stress resistance and adaptability to changing conditions
• Intermediate or higher knowledge of MS Windows and 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

• Hybrid-by-design with opportunity to work remotely within Poland
• Chance to work abroad for up to 60 days annually
• Business-driven relocation opportunities
• Career development programs, mentoring, soft skills and well-being programs
• Certifications (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• Stable pay
• Employee Stock Purchase Plan with a 15% discount
• Benefits package: health insurance, MultiSport, shopping vouchers
• Referral bonuses up to $2,000
• Offices with entertainment and relaxation zones; table tennis and football; free snacks, coffee
• Corporate, social, and well-being events