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

Quick Facts

Support Specialist providing end-user support to multiple clients across Europe and the globe.

Description

Support is a single point of contact for user requests and queries related to the applications and systems supported. You will undertake analysis, diagnosis, and resolution of tickets/incidents using ITIL best practices and ticketing tools, and perform initial processing of service requests with 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, e-mails, 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 check
• Analyze tickets
• Participate in support processes reviews
• Attend internal team meetings

Requirements

• Fluent in English (B2 or higher) with 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
• Personal responsibility and accountability; high stress resistance; 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

• 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 work model 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
• Certifications (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• Offices with entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
• Corporate, social and well-being events