Support Engineer (Shift-Based incl. Evening/Night Rotations)

your Jared; Łódź; Hybrid; PLN 45,000 - 65,000; Full time

Benefits offered by this job

Stock Purchase Plan

Health insurance

MultiSport

Shopping vouchers

Relocation opportunities

Career development

Remote options within Poland

Job summary

Your Jared is seeking a Support Engineer to provide end-user support across Europe and globally, acting as the single point of contact for applications and systems. You will triage, diagnose, and resolve incidents using ITIL practices and ticketing tools, with proactive communication and knowledge base updates.

The role requires fluent English, strong analytical skills, and the ability to work under high pressure.

Qualifications

• Fluent English (B2 or higher) with excellent verbal and written skills.
• Strong analytical and research abilities; proactive in tasks.
• Ability to work effectively in a team under changing conditions.

Responsibilities

• Register, classify and triage tickets.
• Resolve or escalate tickets to higher support levels as needed.
• Process alerts, emails, and phone calls; monitor application health checks.
• Identify and escalate knowledge base gaps; update KB.
• Assist with reporting and ticket quality checks.
• Analyze tickets and participate in support process reviews.
• Attend internal team meetings and collaborate with colleagues.

Skills

Fluent English (B2+)

Analytical & research

Team collaboration

Strong communication

High stress resistance

Tools

MS Windows

Office Suite

ITSM tools

ITIL knowledge

Job description

# Support Engineer (Shift-Based incl. Evening/Night Rotations)Lodz, Ldz, PolandRemoteplvia direct// Job TypeFull Time// SalaryNot disclosed// Posted3 days ago// Work Moderemote## About the RoleQuick Facts Support Specialist providing end-user support to clients across Europe and globally. Description You will act as a single point of contact for user requests and queries related to the applications and systems supported. The role involves analysis, diagnosis, and resolution of tickets/incidents using ITIL best practices and ticketing tools, plus initial processing of service requests, proactive communication, and knowledge base updates. Responsibilities Register, classify, and perform initial triage of tickets Resolve or escalate tickets to higher support levels as necessary Process alerts, emails, and phone calls Monitor and support application health checks Identify and escalate gaps in the Knowledge Base; update it Assist with reporting and tickets quality checks Analyze tickets Participate in support process reviews Attend internal team meetings Requirements Fluent English (B2 or higher); excellent verbal and written skills; strong phone etiquette Strong analytical and research skills; proactive approach to tasks and issues Ability to work effectively in a team and think collaboratively Personal responsibility and accountability High stress resistance and adaptability to changing conditions Intermediate or higher knowledge of MS Windows Intermediate or higher knowledge of Office Suite Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights) Nice to have Previous experience in customer and/or technical support ITIL knowledge Basic networking concepts Cloud platform awareness ITSM tools usage experience Benefits Stable pay Participation in the Employee Stock Purchase Plan with a 15% discount Benefits package (health insurance, MultiSport, shopping vouchers) Referral bonuses up to $2,000 Hybrid by design mode and opportunity to work remotely within Poland Chance to work abroad for up to 60 days annually Business-driven relocation opportunities Career development programs, thought leadership, mentoring, soft skills and well-being programs Certification support (Anthropic, Gemini, GCP, Azure, AWS) English classes Offices featuring entertainment and relaxation zones (table tennis, football), free snacks, coffee Corporate, social and well-being events