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

We are looking for a Senior Support Engineer to join our multi-client support delivery team. Supporting more than 20 clients across Europe and beyond — spanning Fintech, e-Commerce, Retail, Travel, and Technology domains — our team acts as a single point of contact for all user requests and queries related to supported applications and systems. At this level, you are expected to be self-managed, technically advanced, and capable of coaching junior team members while independently driving incident resolution and process improvement.

Responsibilities

• Own and drive end-to-end ticket lifecycle: registration, classification, triage, resolution, and escalation to higher support tiers when necessary, following ITIL/ITSM best practices
• Process and respond to alerts, emails, and phone calls, demonstrate ownership and personal accountability for resolution quality
• Perform advanced application health checks, proactive monitoring, and support activities
• Execute complex database queries (DDL/DML) to investigate and diagnose issues
• Apply knowledge of on-premises, private/public cloud infrastructure to troubleshoot infrastructure-related incidents
• Participate in and lead technical bridges, phone conferences, and customer workshops independently
• Identify, escalate, and resolve gaps in the Knowledge Base; own and maintain KB content to ensure accuracy and completeness
• Contribute to and drive continuous improvement of ITIL/ITSM support processes; train team members on defined procedures
• Assist with reporting, ticket quality checks, and trend analysis to support proactive service improvements
• Participate in Disaster Recovery planning with an understanding of HA, BCP, RPO & RTO concepts
• Act as a technical trainer, coach, and mentor for junior and mid-level support engineers
• Create and maintain high-quality technical and project documentation

Requirements

• 3+ years of hands-on experience in customer and/or technical support, including experience in Service Monitoring
• Advanced knowledge of MS Windows and/or Linux administration
• Proficiency in MS Office Suite
• Skills in performing complex database queries for diagnostic purposes
• Understanding of networking concepts such as DNS, TCP/IP, and VPN
• Familiarity with Cloud platforms such as AWS, Azure, and GCP
• Experience with ITSM/ticketing tools such as ServiceNow, Jira, and Zendesk
• Strong knowledge of ITIL processes and the ability to train others on them
• Ability to independently own a Knowledge Base and document solutions at high quality standards
• Understanding of HA, BCP, and disaster recovery concepts
• Structured analytical approach to complex and non-standard incidents, high personal accountability, ability to independently lead customer interactions, and readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)
• Fluent English (B2+) with excellent verbal, written communication, and strong phone etiquette

Nice to have

• ITIL Foundation certification (or higher)
• Experience with scripting or automation for support tasks
• Background in Fintech, e-Commerce, Retail, or Travel domains

Benefits

We gather like-minded people:

• Top tech minds driving innovation in AI, cloud and digital platform modernization
• Supportive team and agile, startup-like culture
• 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

We provide growth opportunities:

• Career development programs
• Thought leadership, mentoring, soft skills and well-being programs
• Certification (Anthropic, Gemini, GCP, Azure, AWS)
• English classes

We cover it all:

• 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

Please, note:

• Benefits listed above are available to employees only
• We are open for working with Contractors. Terms of B2B cooperation agreements are agreed individually
• We will reach out to selected candidates exclusively