Hybrid Customer Support Engineer – AI Platform

Lumapps; Kraków; Hybrid; PLN 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

RTT days

Meal vouchers (SWILE)

Health insurance (ALAN)

Yoga classes

Job summary

LumApps is seeking a proactive Customer Support specialist to help users via email or tickets, diagnose product issues, and guide customers through platform features. You will collaborate with global teams to improve support and enable AI-driven automation across processes.

The role requires fluency in French and English, plus a knack for organization, empathy, and clear communication. Hybrid work with in-office days at Krakow makes collaboration convenient.

Qualifications

• Fluent in French (C2) and English (B2), both written and spoken.
• Knowledge of GSuite/solutions and Python would be a plus.
• Familiarity with REST API concepts.
• Excellent organizational skills and attention to detail.
• Strong teamwork and empathy when helping customers.

Responsibilities

• Respond to customer requests accurately and diligently via email or ticket.
• Organize and conduct remote sessions to diagnose and identify product defects.
• Identify customer needs and help customers understand/use platform features; test and reproduce issues.
• Prioritize and manage multiple requests in parallel and escalate when needed.
• Follow up with Premium Support customers as a point of contact.
• Participate in AI-driven automation initiatives to reduce manual tasks.
• Update internal databases with technical issues and use cases.
• Manage internal projects to improve support processes.
• On-call shifts and work on public holidays in rotation.

Job description

LumApps is seeking a proactive Customer Support specialist to help users via email or tickets, diagnose product issues, and guide customers through platform features. You will collaborate with global teams to improve support and enable AI-driven automation across processes.

The role requires fluency in French and English, plus a knack for organization, empathy, and clear communication. Hybrid work with in-office days at Krakow makes collaboration convenient.