Hybrid Tech Support Lead for Enterprise SaaS

Aon plc; Kraków; Hybrid; PLN 180,000 - 280,000; Full time

Job summary

Aon plc is seeking a Tech Support Lead to guide a team of Technical Support Engineers and own end-to-end support for our enterprise platform. The role blends hands-on problem solving with people leadership in a hybrid Poland-based environment.

You'll mentor engineers, coordinate incident response, and collaborate with Engineering, DevOps, QA, and Architects to improve processes, tooling, and knowledge sharing using modern monitoring and AI-assisted workflows.

Qualifications

• 6+ years in technical support or platform operations, with leadership experience.
• Strong troubleshooting: SQL, REST API, logs, cloud observability.
• Experience with SLAs, escalations, post-incident reviews, and multiple incidents.

Responsibilities

• Own investigation and resolution of complex/high-priority issues using SQL, REST APIs, logs and monitoring tools.
• Lead incident response, manage SLA performance, and drive post-incident reviews.

Skills

SQL

REST APIs

Application logs

Cloud monitoring

Incident response

Team leadership

Mentoring

Runbooks

Knowledge base

AI tools

Engineering collaboration

Tools

Zendesk

Jira Service Management

OpenAPI

Datadog

Grafana

Azure DevOps

Job description

Aon plc is seeking a Tech Support Lead to guide a team of Technical Support Engineers and own end-to-end support for our enterprise platform. The role blends hands-on problem solving with people leadership in a hybrid Poland-based environment.

You'll mentor engineers, coordinate incident response, and collaborate with Engineering, DevOps, QA, and Architects to improve processes, tooling, and knowledge sharing using modern monitoring and AI-assisted workflows.