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

Quick Facts

Support Specialist providing end-user support for client applications and systems.

Description

You will be a single point of contact for user requests and queries related to supported applications and systems, handling everything from straightforward questions to more complex technical issues.

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 knowledge base gaps, escalate them, and update the knowledge base
• Assist with reporting and tickets quality check
• Analyze tickets
• Participate in support processes 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 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

• 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 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
• Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
• Corporate, social and well-being events