SaaS Technical Support Engineer - Debug, Guide & Resolve

Mend.io; Poland; Híbrido; PLN 180.000 - 260.000; Jornada completa

Descripción de la vacante

Mend.io in Poland is seeking a Technical Support Engineer to monitor the support queue and provide initial analysis in line with our SLA and service standards. You will work on debugging, API-related issues, and customer interactions, ensuring effective cross-team collaboration and thorough documentation.

The role requires 4+ years of product-facing support experience, familiarity with command line tools, REST API troubleshooting, and knowledge of Docker/Jenkins.

Formación

• 4+ years in application support for a SaaS or software product.
• Experience with command line (PowerShell or Bash).
• Practical experience diagnosing REST API issues using curl or Postman.
• Knowledge of Docker and DevOps tools (Maven, Jenkins, CI/CD).
• Excellent analytical and customer-focused communication skills.

Responsabilidades

• Debug and analyse application-level issues in our SaaS products to isolate root cause.
• Provide initial analysis and first response within SLA via ticketing system.
• Reproduce issues in the customer's environment and gather details for escalation.
• Document requests, resolutions, and interactions in the ticketing system.
• Collaborate with other teams to identify recurring issues and improvements.
• Assist with user training sessions on new software or tools.

Conocimientos

SaaS support

Debugging

REST API troubleshooting

Customer communication

Command line

Problem solving

Cross-functional collaboration

Analytical mindset

Educación

Graduate degree

Herramientas

curl

Postman

Docker

Jenkins

Descripción del empleo

Mend.io in Poland is seeking a Technical Support Engineer to monitor the support queue and provide initial analysis in line with our SLA and service standards. You will work on debugging, API-related issues, and customer interactions, ensuring effective cross-team collaboration and thorough documentation.

The role requires 4+ years of product-facing support experience, familiarity with command line tools, REST API troubleshooting, and knowledge of Docker/Jenkins.