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

your Jared; Warszawa; Hybrid; PLN 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Employee Stock Purchase Plan with 15%2

Remote work within Poland

Relocation opportunities

Job summary

your Jared is seeking a Support Engineer for shift-based coverage in Warsaw, Poland, with remote options within Poland. The role focuses on end-user support across multiple clients, handling incidents, triage, and knowledge base updates, while maintaining strong ITIL practices.

The candidate will work in a hybrid setup, with non-standard shifts including evenings and nights, and join a team driving AI and cloud modernization initiatives.

Qualifications

• Fluent English (B2 or higher) with strong oral and written communication.
• Experience handling tickets in a support role using ITIL practices.
• Ability to triage, escalate, and collaborate in a team.
• Proficient with Windows OS and Microsoft Office.

Responsibilities

• Register, classify, and triage tickets; resolve or escalate as needed.
• Monitor application health checks and process alerts.
• Update knowledge base and assist with reporting and quality checks.
• Participate in team meetings and support reviews.

Skills

English (Fluent)

Phone etiquette

Analytical skills

Team collaboration

High stress tolerance

Windows OS

Microsoft Office

ITIL knowledge

Ticketing tools

Tools

Ticketing tools

Knowledge base systems

Job description

# Support Engineer (Shift-Based incl. Evening/Night Rotations)Warsaw, PolandRemoteplvia direct// Job TypeFull Time// SalaryNot disclosed// Posted3 days ago// Work Moderemote## About the RoleQuick Facts Support Specialist providing end-user support for client applications and systems across more than 20 clients worldwide. Description Acts as a single point of contact for user requests and queries related to supported applications and systems. Analyzes, diagnoses, and resolves tickets/incidents (from straightforward questions to complex technical issues) using ITIL best practices and ticketing tools. Processes service requests, communicates proactively with businesses, and updates the knowledge base. Responsibilities Register, classify, and perform initial triage of tickets; resolve / escalate tickets to higher support levels as necessary Process alerts, e-mails, and phone calls Monitor and support application health checks Identify gaps in the Knowledge Base and update it Assist with reporting and tickets quality checks Analyze tickets Participate in support process reviews Attend internal team meetings Requirements Fluent in 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; strong sense of personal responsibility and accountability High stress resistance and adaptability to changing conditions Intermediate or higher knowledge of MS Windows and Office Suite Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights) Benefits Top tech minds driving innovation in AI, cloud and digital platform modernization Supportive team and an agile, startup-like culture Hybrid by design with 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 (Anthropic, Gemini, GCP, Azure, AWS) English classes Stable pay Employee Stock Purchase Plan with a 15% discount Benefits package (health insurance, multisport, shopping vouchers) Referral bonuses up to $2,000 Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee, and more Corporate, social and well-being events