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

Quick Facts

• Support Specialist providing end-user support to multiple clients across Europe and globally
• Single point of contact for user requests and queries related to supported applications and systems
• Analysis, diagnosis, and resolution of tickets/incidents using ITIL best practices

Description

Provide end-user support for supported applications and systems as the single point of contact for user requests and queries. Undertake analysis, diagnosis, and resolution of tickets/incidents ranging from straightforward questions to more complex technical issues. Perform initial processing of service requests, proactive communication with businesses, 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 further escalate gaps in the Knowledge Base; update it
• Assist with reporting and tickets quality check
• Analyze tickets
• 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 and think collaboratively
• Strong sense of personal responsibility and accountability; high stress resistance; adaptability
• Intermediate or higher knowledge of MS Windows and Office Suite
• Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)

Benefits

• Supportive team and agile, startup-like culture
• Hybrid by design; 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
• Certifications (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• Stable pay
• Participation in 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 and more
• Corporate, social and well-being events