Global Support Engineer

Shiji Group

Katowice

On-site

PLN 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Glass subsidy

Free parking near office

Private medical care

Group life insurance

Multisport card

Language courses

OpenUp / Pluralsight / GoodHabitz

Referral bonus

Chill room with games

Job summary

Shiji Group, a global technology leader in hospitality solutions, seeks a Global Support Engineer to join the Global Development Support Team. The role focuses on high-quality technical support, issue investigation, and timely escalation handling with regional teams.

Working in a 3-shift model (6–14, 14–22, 22–6) on weekdays and 12-hour weekend shifts, candidates must be based in the Silesia region with office presence in Katowice; fully remote work is not available.

Qualifications

Experience in technical support within a software-driven or global environment.
Strong analytical and problem-solving skills for complex issues.
Good understanding of system integrations and data flows.
Clear, professional communication skills, both written and verbal.
Ability to work independently, prioritize tasks, and manage multiple tickets.

Responsibilities

Investigate and resolve complex technical issues escalated from regional teams.
Perform in-depth analysis of incidents and system behavior to identify root causes.
Provide clear, timely, and structured updates to stakeholders throughout the ticket lifecycle.
Collaborate with Development, Infrastructure, and Escalation teams on critical cases.
Ensure tickets are handled according to defined processes, quality standards, and SLAs.
Maintain accurate documentation and contribute to the knowledge base.
Participate in incident management and post-incident analyses.

Skills

Technical support

Analytical skills

Troubleshooting

Communication

Prioritization

Ownership

Product knowledge

English fluency

Job description

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

The best hotels run on Shiji - day and night.

Your role

To support our Global Operations, we are looking for askilled and proactive Global SupportEngineer to join the Global Development Support Team.

This role focuses on providing high-quality technical support, investigatingcomplex issues, collaborating closely with regional support and development teams, and ensuringclear communication and timely resolution of escalated cases.

Additional information

Work in a 3-shift model: 6–14, 14–22, and 22–6 on weekdays. On weekends, work is scheduled in 12-hour shifts: 6–18 or 18–6.

Morning shifts require working from the office that's why we are looking for candidates based in the Silesia region (office in Katowice). Fully remote work is not an option, and unfortunately, applications from more distant locations will not be considered in the recruitment process.

Your role

To support our Global Operations, we are looking for a skilled and proactiveGlobal Support

Engineer to join the Global Development Support Team.

This role focuses on providing high-quality technical support, investigatingcomplex issues,

collaborating closely with regional support and development teams, and ensuringclear

communication and timely resolution of escalated cases.

What you will do

Investigate and resolve complex technical issues escalated from regionalsupport teams.
Perform in-depth analysis of incidents and system behavior to identify rootcauses.
Provide clear, timely, and structured updates to stakeholders throughout theticket lifecycle.
Collaborate closely with Development, Infrastructure, and Escalation teams oncritical or high-impact cases.
Ensure tickets are handled according to defined processes, quality standards,and SLAs.
Maintain accurate documentation, comments, and knowledge base contributions where applicable.
Actively participate in incident management, post-incidentanalysis, and continuous improvement activities.

Requirements

Experience in technical support, back - office, or application support within a software -driven or global environment.
Strong analytical and problem - solving skills, with the ability to investigate complex technical issues.
Good understanding of system integrations, data flows, and troubleshooting methodologies.
Clear and professional communication skills, both written and verbal.
Ability to work independently, prioritize tasks, and manage multiple tickets in parallel.
Strong sense of ownership and accountability for assigned issues.
Willingness to continuously develop technical skills and product knowledge.

What are we looking for

Experience in technical support, back-office, or application support within asoftware- driven or global environment.
Strong analytical and problem-solving skills, with the ability to investigatecomplex technical issues.
Good understanding of system integrations, data flows, and troubleshooting methodologies.
Clear and professional communication skills, both written and verbal.
Ability to work independently, prioritize tasks, and manage multiple tickets inparallel.
Strong sense of ownership and accountability for assigned issues.
Willingness to continuously develop technical skills and product knowledge.
Ability to adapt quickly to new technologies, products, and procedures
Ability to work and thrive in a multi-tasked and fast-paced environment.
Be professional, have a positive “get it done” attitude and a strong work ethic
Must be fluent in English

Basics

Subsidy for the purchase of glasses (300 PLN/year)
Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served)

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