SaaS Product Support Engineer: Problem Solver & Customer Advocate

EdCast; Kraków; On-site; PLN 60,000 - 75,000; Full time

Job summary

EdCast seeks a Product Support Engineer to provide frontline technical and functional support for our SaaS solutions. You will troubleshoot, communicate clearly, and advocate for customers while ensuring SLAs are met across phone and web channels.

You’ll learn Galaxy’s product suite, diagnose issues, escalate when needed, and contribute to internal knowledge bases while thriving in a fast-paced support environment.

Qualifications

• 1 year of experience in customer support, ideally SaaS.
• Experience troubleshooting web applications.
• Excellent verbal and written communication.
• Ability to meet SLAs and follow support processes.

Responsibilities

• Develop a strong understanding of Galaxy’s product suite and underlying technologies.
• Provide phone and written support to customers, resolving technical and functional issues of varied complexity.
• Diagnose and troubleshoot problems using tools such as developer consoles, network diagnostics, and log analysis.
• Assess case severity and business impact, escalating appropriately when needed.
• Ensure high customer satisfaction by responding promptly, communicating clearly, and meeting SLA expectations.
• Follow established workflows and guidelines for case handling.
• Contribute to internal knowledge by documenting solutions and sharing insights with peers.
• Manage and resolve customer issues via both synchronous (phone) and asynchronous (web support) channels.

Skills

Customer-centric mindset

Excellent communication

Troubleshooting web apps

SaaS support experience

Multitasking under pressure

Team collaboration

De-escalation and patience

Problem solving

Tools

Developer consoles

Network diagnostics

Log analysis tools

Job description

EdCast seeks a Product Support Engineer to provide frontline technical and functional support for our SaaS solutions. You will troubleshoot, communicate clearly, and advocate for customers while ensuring SLAs are met across phone and web channels.

You’ll learn Galaxy’s product suite, diagnose issues, escalate when needed, and contribute to internal knowledge bases while thriving in a fast-paced support environment.