Technical Support Specialist – SaaS & Data Automation

Duco; Wrocław; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary package

Success Share bonus payments

Private Medical Insurance - Enel Med

Life Insurance

Multisport Program

Unlimited annual holiday

Enhanced family leave

Employee Assistance Programme Wellbee

4 Volunteering days off

Referral bonus

Spot Rewards

Job summary

Duco is seeking a customer support specialist to work directly with major financial institutions, resolving complex technical issues from implementation onward. You will collaborate with Engineering, Product, and Commercial teams to support customers across the data automation platform.

The role requires strong communication skills, experience with SaaS products, and the ability to own issues end-to-end. Familiarity with JIRA/Confluence and BI tools is a plus.

Qualifications

• Experience in customer support with technical SaaS products.
• Familiarity with JIRA and Confluence.
• Experience working with external customers via email, phone, or video.
• Excellent communication and interpersonal skills for global stakeholders.
• Willingness to own issues and dig into technical detail.
• Ability to research tickets using technical docs and resources.
• Capability to manage a busy workload with multiple priorities.
• Positive, flexible, solution-focused approach.
• Willingness to support PL public holidays on a rotational basis.
• Experience with Groundcover and AWS is a plus.
• Some coding or BI tool experience (Python, Ruby, JS, Postman, Tableau, Power BI, QlikView) is a plus.

Responsibilities

• Register, prioritize, and document all tickets using incident management procedures.
• Investigate issues and perform root cause analysis; provide technical support.
• Communicate issues to customers and internal stakeholders; manage escalations.
• Understand customer needs and feature/configuration requests.
• Conduct calls with customers and manage cases until resolved.
• Participate in knowledge sharing with colleagues.
• Translate business needs into technical language as needed.

Skills

SaaS support

JIRA

Confluence

External customers

Communication skills

Ownership

Technical documentation

Multi-priority

Python/JS

BI tools

AI tools

Tools

Postman

Tableau

Power BI

QlikView

Job description

Duco is seeking a customer support specialist to work directly with major financial institutions, resolving complex technical issues from implementation onward. You will collaborate with Engineering, Product, and Commercial teams to support customers across the data automation platform.

The role requires strong communication skills, experience with SaaS products, and the ability to own issues end-to-end. Familiarity with JIRA/Confluence and BI tools is a plus.