Remote Software Support Engineer – SaaS & API Expert

Scaleflex; Polska; Hybrid; PLN 237,000 - 356,000; Full time

Benefits offered by this job

Fully remote work

20 days paid time off annually

Job summary

Scaleflex is hiring a Software Support Engineer to join our B2B SaaS team. You will independently troubleshoot complex customer issues, communicate clearly, and contribute to reliable, scalable technical support for DAM, DMO/Cloudimage, and Visual AI products.

You'll own tickets from investigation to resolution in Zendesk/Jira, analyze REST API problems, monitor health, reproduce bugs with clear steps, and collaborate with QA and Engineering.

Qualifications

• Hands-on experience in Technical Support, Software Support Engineering, Application Support, or Developer Support for SaaS, cloud, or web products.
• Strong analytical troubleshooting and root cause analysis skills, including customer-facing incident ownership.
• Working knowledge of REST APIs, HTTP/HTTPS, JSON, authentication, and API troubleshooting.
• Understanding of CDN, caching, or web performance concepts; basic coding or scripting ability to investigate integrations.
• Hands-on experience using AI tools to speed up troubleshooting, research, and customer communication.
• Clear written and verbal communication, customer empathy, and effective collaboration with QA and Engineering.
• Reliability and autonomy in remote work, including availability for the agreed US or Oceania shift and occasional EU overlap.

Responsibilities

• Own technical support tickets in Zendesk/Jira from investigation through resolution, providing timely, empathetic customer updates.
• Investigate REST API issues including authentication, HTTP status codes, JSON payloads, and rate limits.
• Monitor application and infrastructure health, assess incidents, and escalate customer-impacting issues promptly.
• Reproduce bugs, document evidence and steps to reproduce, and partner with QA and Engineering on root cause analysis.
• Handle live-chat technical questions from customers and prospects; route qualified commercial inquiries to Sales.
• Create knowledge base articles and troubleshooting guides to reduce recurring issues and improve self-service.
• Support Implementation teams with customer configurations and integrations; coordinate clear handovers across time zones.
• Identify recurring patterns and propose improvements to support processes, automation, and product reliability.

Skills

REST APIs

HTTP/HTTPS

JSON

Troubleshooting

Customer empathy

Education

Computer Science degree or equivalent

Tools

Zendesk

Jira

Job description

Scaleflex is hiring a Software Support Engineer to join our B2B SaaS team. You will independently troubleshoot complex customer issues, communicate clearly, and contribute to reliable, scalable technical support for DAM, DMO/Cloudimage, and Visual AI products.

You'll own tickets from investigation to resolution in Zendesk/Jira, analyze REST API problems, monitor health, reproduce bugs with clear steps, and collaborate with QA and Engineering.