Technical Support Engineer (APAC)

Cenosco; Polska; Hybrid; PLN 180,000 - 260,000; Full time

Job summary

Cenosco is expanding its APAC support footprint with a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues within our SaaS platform. You will investigate production issues by analyzing workflows, system behaviour, and database records, and coordinate with Product, Engineering, and Infrastructure to drive resolution.

As the sole APAC support point, you will manage incidents, communicate clearly during high-impact events, and contribute

Qualifications

• 6+ years in technical support or customer-facing technical engineering roles.
• Strong debugging of complex issues.
• Excellent written and verbal communication.
• Ownership mindset and independent decision making.
• Detail-oriented and methodical in analysis.

Responsibilities

• Investigate complex customer issues across a multi-component SaaS platform.
• Analyse data with SQL and investigate databases to identify root causes.
• Use browser DevTools to inspect requests and API behavior.
• Provide primary technical contact for APAC customers and incidents.
• Lead incident discussions and communicate findings clearly to customers and internal teams.
• Document reproducible bug reports and drive resolution with Product, Engineering and Infra teams in Europe.
• Make prioritization and escalation decisions during regional business hours.
• Identify recurring issues and translate insights into improvements for Support and Product.
• Contribute to documentation and support tooling improvements as we scale.

Skills

6+ years experience

Debug complex issues

Clear communication

Ownership

Detail-oriented

Tools

SQL

Browser DevTools

Job description

We’re expanding our Support presence in APAC and looking for a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues. In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution. This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations. You will also act as the primary technical contact for customers in the APAC region. This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations. As the sole Support presence in APAC, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to elevate, and represent Support in the region while collaborating closely with teams in Europe. This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale.

What You’ll Do

• Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations
• Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes
• Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues
• Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
• Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions
• Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights
• Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution
• Make prioritization and escalation decisions independently during regional business hours
• Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product
• Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale

What You’ll Need

The Ideal Candidate

• 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)
• Enjoys debugging complex issues
• Communicates clearly with both technical and non-technical stakeholders
• Takes ownership of problems until resolution
• Detail-oriented and methodical when analysing systems

Core Technical Skills

• Ability to troubleshoot complex software systems
• Working knowledge of SQL
• Experience investigating issues using data and database queries
• Familiarity with browser developer tools (DevTools, Network tab)
• Ability to inspect request/response data (e.g., JSON payloads)
• Structured problem-solving and root cause analysis

Bonus Points For

• Experience supporting SaaS or enterprise software
• Familiarity with application logs and debugging workflowsExperience working with ticketing systems and customer-facing technical support
• Exposure to relational database schemas and data models

Why You’ll Love Working with Us

• Work in a fast-growing and interesting industry
• Flexible work that best fits your needs and the role
• Competitive compensation
• Top-notch offices and equipment
• Continuous improvement and learning opportunities to grow your career
• Team activities, not the usual one just to look nice on social media but what our team choose and ask for
• A great team of engaged passionate and helpful people

About us

The first thing you may be asking yourself is, what is Cenosco all about? We're an Asset Integrity Management (AIM) Software company. Essentially, this means that our solutions safeguard integrity, reliability, and instrumentation safety in asset-heavy industries. Companies operating in these industries come with complex operational ecosystems, and we aim to support their capability to operate at full potential, with the latest technologies, all while prioritizing the health and safety of their people and the environment. Hot news! Cenosco has announced a growth investment led by Summit Partners. Read more here! Our Vision We envision safe and smart environments for asset-heavy industries - where their software environment, work environment, and surrounding environment, operate smartly and securely, allowing them to function at their full potential, without jeopardizing the health and safety of their people and the planet. Our Mission We are dedicated to making this vision a reality, by optimizing and spreading our integrity management solutions. Through continuous innovation and development of our IMS Suite, we strive to remain the market standard for integrity management solutions. The Cenosco Culture Our work culture is bound by our four core values. These values have been carefully crafted and selected internally to ensure that they served as a reflection of who we are and how we work across the entire company. At Cenosco we operate with these values at heart, and therefore consider them to be vital competencies.

• Customer Obsessed: We listen, anticipate, and deliver what truly matters.
• Ownership: We see things through and finish strong.
• Accountability: We own our impact and results.
• Growth Mindset: We stay curious and learn from every challenge.
• Speed: We act fast and deliver with focus.

Our Hiring Process

1. CV Screening: We’ll take a look at your application to see if you’re a good fit.
2. Intro Call: Let’s have a chat to learn more about you and your experience.
3. Technical Interview/Assessment: Here’s your chance to show off your skills!
4. Final Interview: Review the assignment and fit with management.
5. Job Offer: If everything clicks, we’ll be excited to offer you the job.