Technical Support Lead — Hybrid (Poland, SaaS)

Aon Corporation; Kraków; Hybrid; PLN 180,000 - 240,000; Full time

Job summary

Aon Corporation in Kraków is seeking a Tech Support Lead to head a team of Technical Support Engineers responsible for the end-to-end support of the Aon Assessment Platform. You will stay hands-on with complex issues while developing your team's capabilities.

You will collaborate with Engineering, DevOps, QA, Solution Architects and integrators to resolve recurring problems and improve the platform. You will also leverage AI tools to assist incident investigations and documentation.

Qualifications

• 6+ years in technical support or platform operations, with at least 2 years leading a team.
• Strong hands-on troubleshooting: SQL, REST API debugging, logs, cloud observability.
• Experience with SLAs, escalations, and post-incident reviews; clear communication with customers.

Responsibilities

• Own investigation and resolution of complex or high-priority tech issues.
• Lead incident response and post-incident reviews; drive root-cause analysis.
• Mentor and coach support engineers; foster ownership and accountability.
• Improve support processes, runbooks, and knowledge base.
• Collaborate with Engineering, DevOps, QA, and Architects to resolve issues.
• Use AI tools to assist investigations and documentation.

Skills

SQL

REST APIs

Troubleshooting

SLA management

Tools

Zendesk

Jira Service Management

Job description

Aon Corporation in Kraków is seeking a Tech Support Lead to head a team of Technical Support Engineers responsible for the end-to-end support of the Aon Assessment Platform. You will stay hands-on with complex issues while developing your team's capabilities.

You will collaborate with Engineering, DevOps, QA, Solution Architects and integrators to resolve recurring problems and improve the platform. You will also leverage AI tools to assist incident investigations and documentation.