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

Quick Facts

Support Specialist providing end-user support for client applications and systems across more than 20 clients worldwide.

Description

Acts as a single point of contact for user requests and queries related to supported applications and systems. Analyzes, diagnoses, and resolves tickets/incidents (from straightforward questions to complex technical issues) using ITIL best practices and ticketing tools. Processes service requests, communicates proactively with businesses, and updates the knowledge base.

Responsibilities

• Register, classify, and perform initial triage of tickets; resolve / escalate tickets 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 and update it
• Assist with reporting and tickets quality checks
• 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 to tasks and issues
• Ability to work effectively in a team and think collaboratively; strong 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)

Benefits

• Top tech minds driving innovation in AI, cloud and digital platform modernization
• Supportive team and an agile, startup-like culture
• 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
• Thought leadership, mentoring, soft skills and well-being programs
• Certification (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 featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee, and more
• Corporate, social and well-being events