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

your Jared; Wrocław; Hybrid; PLN 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Career development programs

English classes

Employee Stock Purchase Plan

Job summary

Your Jared is seeking a Support Engineer (Shift-Based) in Wrocław, Poland, to provide end-user support for European and global clients across Fintech, e-commerce, Retail, Travel, and Technology. You will act as the single point of contact for user queries, triage tickets, and escalate when needed, all while maintaining knowledge base updates.

The role is hybrid with remote-work options within Poland and opportunities for international travel.

Qualifications

• Fluent in English (B2 or higher) with excellent verbal and written skills
• Strong analytical and research skills
• Ability to work effectively in a team
• High stress resistance and adaptability to changing conditions
• Intermediate or higher knowledge of Windows OS and Office Suite
• Willingness to work non-standard shifts (weekends/holidays/evenings/nights)
• ITIL knowledge and ITSM tools experience is a plus
• Cloud platform awareness

Responsibilities

• Register, classify, and triage tickets; resolve or escalate as needed
• Process alerts, emails, and phone calls and monitor application health checks
• Assist with knowledge base updates and reporting
• Participate in support process reviews and team meetings

Job description

# Support Engineer (Shift-Based incl. Evening/Night Rotations)Wrocław, PolandRemoteplvia direct// Job TypeFull Time// SalaryNot disclosed// Posted3 days ago// Work Moderemote## About the RoleQuick Facts Support Specialist providing end-user support to multiple European and global clients across industries such as Fintech, e-commerce, Retail, Travel, and Technology. Description Act as a single point of contact for user requests and queries related to supported applications and systems. Undertake analysis, diagnosis, and resolution of tickets/incidents, ranging from straightforward questions to complex technical issues, using ITIL best practices and ticketing tools. Handle initial processing of all service requests, proactive communication with businesses, and knowledge base updates. Responsibilities Register, classify, and perform initial triage of tickets; resolve or escalate 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, escalate as needed, and update it Assist with reporting and tickets quality checks Analyze tickets and 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 Ability to work effectively in a team; collaborative thinking 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) Nice to have Previous experience in customer and/or technical support ITIL knowledge Basic networking concepts Cloud platform awareness ITSM tools usage experience Benefits 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, mentoring, soft skills and well-being programs Certifications (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 with entertainment and relaxation zones; table tennis and football; free snacks, coffee Corporate, social, and well-being events