Night-Shift SaaS Support Specialist (Customer & Supplier)

Fairmarkit; Warszawa; On-site; PLN 60,000 - 74,000; Full time

Job summary

Fairmarkit is seeking a Support Specialist to join our team in Poland, handling customer and supplier inquiries primarily in Zendesk. You will triage tickets, provide first-line assistance, and escalate to Customer Success, Engineering, and Product as needed.

Requirements include 1–3 years in technical support (SaaS/enterprise), strong English, and Russian for cross-team collaboration. Excellent communication, problem-solving, and a collaborative mindset are essential.

Qualifications

• 1-3 years of experience in a technical support or customer service role (preferably SaaS or enterprise software).
• Strong English proficiency; Russian is required for engineering discussions during onsite work.
• Experience using Zendesk or similar support ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work cross-functionally with Customer Success, Engineering, and Product teams.
• Familiarity with procurement, supplier engagement, or SaaS solutions is a plus.

Responsibilities

• Ticket Management: Monitor, triage, and respond to customer and supplier inquiries through Zendesk, ensuring timely resolution.
• Issue Troubleshooting: Diagnose common technical issues, provide solutions or workarounds, and escalate complex cases.
• Cross-functional Coordination: Work with Customer Success, Engineering, and Product teams to resolve issues efficiently.
• Knowledge Base Contribution: Identify recurring issues and help improve self-service documentation.
• Customer and Supplier Communication: Provide clear, professional responses to tickets.
• Process Improvement: Identify trends and suggest optimizations to improve response times and resolutions.
• Back-Office Initiatives: Lead data analysis, trend tracking, and deep dives to support teams.

Skills

Zendesk experience

Technical support

English proficiency

Russian language

Cross-functional collaboration

Troubleshooting

Tools

Zendesk

Job description

Fairmarkit is seeking a Support Specialist to join our team in Poland, handling customer and supplier inquiries primarily in Zendesk. You will triage tickets, provide first-line assistance, and escalate to Customer Success, Engineering, and Product as needed.

Requirements include 1–3 years in technical support (SaaS/enterprise), strong English, and Russian for cross-team collaboration. Excellent communication, problem-solving, and a collaborative mindset are essential.