Support Lead

Billennium; Poland; Hybrid; PLN 55,000 - 85,000; Full time

Benefits offered by this job

Udemy for Business

Private medical care

Multisport card

Language lessons

Shopping vouchers

Flexible hours

Remote/hybrid options

Job summary

Billennium in Poland is seeking a motivated 1st & 2nd Line Support Specialist to join our global team. You will ensure best-in-class support, maintain transparent communication with stakeholders, and collaborate with international development teams to resolve technical issues efficiently.

You will handle L1/L2 coordination, manage the support backlog, create reproducible steps for L2/L3, and produce periodic reports for stakeholders.

Qualifications

• Must have ITIL knowledge and incident/change/problem management exposure.
• Experience with ServiceNow and development issue trackers (GitLab, Jira).
• Empathy toward users and development teams.
• Ability to interview international customers in English.
• Strong analytical mindset and clear issue descriptions.

Responsibilities

• Coordinate L1 & L2 support services with clarity.
• Collect customer issues and maintain transparency of resolution status.
• Manage and prioritize the support backlog.
• Prepare reproducibility scenarios for L2 and L3 teams.
• Classify issues by importance, urgency, and application.
• Collaborate with L2 and L3 support teams.
• Prepare periodic support reports for stakeholders.
• Synchronize issues between ServiceNow and GitLab/Jira.
• Contribute to continuous improvement of support processes.

Skills

ITIL

Analytical

English communication

Empathy

Team player

Clear writing

Tools

ServiceNow

GitLab

Jira

Job description

Billennium is a global technology company with over 20 years of experience, committed to innovation and empowering businesses. As an employer, we offer a supportive, growth-focused environment where collaboration and creativity thrive. Join us to shape the future of technology together!

We are seeking a highly motivated 1st & 2nd Line Support Specialist to join our client’s global team. In this role, you will ensure best-in-class quality of support services, maintain transparent communication with stakeholders, and collaborate closely with international development teams to ensure seamless resolution of technical issues.

This is an excellent opportunity for someone analytical, detail-oriented, and passionate about delivering outstanding user support within a regulated, high-impact environment.

What you will do

• Ensure best-in-class coordination of services (L1 & L2).
• Efficiently collect customer issues and maintain full transparency of their resolution status.
• Manage and prioritize the support backlog.
• Prepare clear and complete reproducibility scenarios for L2 and L3 support teams.
• Properly classify issues (importance, urgency, application, feature, best assignee).
• Collaborate closely with L2 and L3 support teams.
• Prepare periodic support reports and communicate them to stakeholders.
• Synchronize issues between ServiceNow and development issue trackers (GitLab, Jira).
• Contribute to continuous improvement of support processes.

What we are looking for

• Practical knowledge of ITIL and Incident, Change, and Problem Management processes.
• Experience with ServiceNow and development issue trackers (GitLab, Jira).
• Empathy toward users and development teams.
• Ability to conduct interviews with international customers in English.
• Strong analytical mindset and curiosity to recreate user issues.
• Strong writing skills to produce clear issue descriptions and reproduction steps.
• Team player, eager to learn, share ideas, and contribute to team goals.
• Direct, no-nonsense communication style with development teams.

Perks and benefits (our offer)

• Comprehensive benefits - enjoy Udemy for Business, private medical care, Multisport card, veterinary package, language lessons, and shopping vouchers.
• Flexibility - adaptable working hours and remote/hybrid work options to suit your lifestyle & location.
• Career growth - access opportunities for professional development and learning, including perks related to our official partnerships with global IT giants: Microsoft, AWS, Snowflake, Salesforce & more.
• Global collaboration - work with a diverse, international team.
• Innovative environment - be part of a forward-thinking and growth-oriented workplace.
• Engaging community – Work with passionate professionals and participate in team-building events, hackathons, and CSR initiatives to make an impact beyond work.
• Team-building events including our company tradition (annual company event in Mazury).
• A pleasant surprise to start your journey with us in the form of a welcome pack.

Recruitment process:

• HR call
• Technical Interview
• Interview with the dedicated Client