Cloud Platform Support Lead – L1 Technical Mentor

Guidewire Software; Kraków; On-site; PLN 120,000 - 150,000; Full time

Job summary

Guidewire Software is seeking a proactive Cloud Platform Support Technical Lead Engineer in Kraków, Poland. The successful candidate will own complex case work and mentor teammates, ensuring high standards of customer support and operational excellence. Responsibilities include resolving high-complexity cases, mentoring junior engineers, and leading projects to improve customer outcomes.

Qualifications include 6 to 8 years of experience in technical support, proficiency in cloud infrastructure, and excellent communication skills in English and German.

Qualifications

• 6 to 8+ years experience in technical support or application/platform support roles.
• Strong proficiency in at least one relevant technical domain.
• Demonstrated ability to own complex customer issues end-to-end.
• Excellent written and verbal communication skills.
• Experience in a 24x7 support model.

Responsibilities

• Resolve high-complexity cases and maintain case quality.
• Mentor peers and junior engineers to build technical skills.
• Coordinate the team for processing incoming cases efficiently.
• Lead medium-sized projects and initiatives to improve service.

Skills

Technical support experience

Proficiency in Cloud infrastructure

Strong communication skills

Knowledge of ITIL practices

Mentoring or coaching experience

Fluency in English and German

Tools

AWS

Kubernetes

Scripting and automation tools

Job description

Guidewire Software is seeking a proactive Cloud Platform Support Technical Lead Engineer in Kraków, Poland. The successful candidate will own complex case work and mentor teammates, ensuring high standards of customer support and operational excellence. Responsibilities include resolving high-complexity cases, mentoring junior engineers, and leading projects to improve customer outcomes.

Qualifications include 6 to 8 years of experience in technical support, proficiency in cloud infrastructure, and excellent communication skills in English and German.