Remote Customer Support Engineer – AI Platform

LumApps; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Phone & Internet reimbursement

Luxmed health care

Cafeteria benefits

Creative Allowance

Home Office Reimbursement

Learning & Development Budget

Annual leave + mental health days

Job summary

LumApps in Krakow is seeking a customer support professional to diagnose and resolve technical issues via email and tickets. You will organize remote sessions, understand user needs, and test platform features to reproduce problems.

The role requires fluency in French (C2) and English (B2), strong organizational skills, and autonomy. Hybrid work is available with a focus on delivering high-quality customer experiences.

Qualifications

• Organizational skills and attention to detail.
• Overflowing empathy, to understand and respond to customers' technical questions and problems. Proven autonomy.
• Team spirit and collaboration with cross-functional teams.
• Fluent in French (C2) and English (B2), written and spoken.

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 the platform's features. Test, locate problems, and reproduce product features.
• Prioritize and manage multiple requests in parallel.
• Escalate requests when needed to the appropriate teams.
• Follow up with Premium Support customers as a privileged contact.
• Ensure customer follow-up to confirm resolution of technical requests.
• Update internal databases with information on issues and use cases.
• Manage internal projects to contribute to support improvements.
• On-call shifts in rotation and work on public holidays.

Skills

Organizational skills

Interpersonal skills

Empathy

Autonomy

Team spirit

French language

English language

GSuite

Python

REST API

Tools

Python

REST API

GSuite

Job description

LumApps in Krakow is seeking a customer support professional to diagnose and resolve technical issues via email and tickets. You will organize remote sessions, understand user needs, and test platform features to reproduce problems.

The role requires fluency in French (C2) and English (B2), strong organizational skills, and autonomy. Hybrid work is available with a focus on delivering high-quality customer experiences.