Remote Incident Support Engineer (Line 2)

QA Madness; Warszawa; On-site; PLN 172,000 - 258,000; Full time

Job summary

QA Madness is seeking an experienced Support Engineer (Line 2) to help investigate production incidents, assess impact, and ensure timely resolution by collaborating closely with engineering teams.

The role requires 1–3+ years in technical support or QA, strong English communication, and experience with Jira. This is a remote position with international collaboration and growth opportunities within a European IT service company.

Qualifications

• 1–3+ years of experience in Technical Support, Application Support, or QA with a solid understanding of web applications and services.
• Experience with ticketing systems such as Jira or similar.
• Experience documenting incidents and writing Root Cause Analysis (RCA).
• Strong communication skills with the ability to clearly describe issues, reproduction steps, and business impact.
• Ability to work in a shift/on-duty schedule.
• Conversational English (spoken and written) for daily communication and documentation.

Responsibilities

• Investigate production incidents, analyze logs and system behavior, determine customer impact, and resolve issues or escalate with detailed documentation.
• Assess incident severity, prioritize issues, follow escalation procedures, and participate in incident management.
• Diagnose issues related to web services, APIs, databases, and client-server apps using logs and monitoring tools.
• Create incident reports, RCA, reproduction steps, and technical docs to support engineering teams.
• Collaborate with QA, developers, DevOps, and other support teams to investigate issues and share knowledge.
• Contribute to improving support processes and incident response procedures.

Skills

Incident investigation

Incident management

Troubleshooting

Technical documentation

English communication

Cross-functional collaboration

Tools

Jira

Logging tools

Monitoring tools

RCA analysis

Job description

QA Madness is seeking an experienced Support Engineer (Line 2) to help investigate production incidents, assess impact, and ensure timely resolution by collaborating closely with engineering teams.

The role requires 1–3+ years in technical support or QA, strong English communication, and experience with Jira. This is a remote position with international collaboration and growth opportunities within a European IT service company.