Support Lead (L1-L2) - Remote & Global Team

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 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.