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

Quick Facts

Support Specialist providing end-user support and acting as a single point of contact for user requests and queries.

Description

Support end users for applications and systems across multiple clients in Europe and globally, covering industries including Fintech, e-commerce, Retail, Travel, and Technology. Analyze, diagnose, and resolve tickets/incidents using ITIL best practices and ticketing tools, handling service requests, proactive business 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), 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

• Hybrid by design mode and 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 and mentoring; soft skills and well-being programs
• Certifications (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• 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
• Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
• Corporate, social and well-being events