Application Support Engineer

This is a fully remote position, open to applicants in Poland.

📋 Description

• Diagnose and resolve intricate technical challenges across distributed Cloud SaaS systems utilizing diagnostic tools and methodologies, including AI.

• Spearhead technical investigations and ensure issues are resolved while upholding exceptional customer communication.

• Engage directly with external customers by addressing support tickets and escalations within service level agreements (SLA).

• Facilitate live troubleshooting sessions.

• Develop, sustain, and disseminate technical knowledge to enhance support capabilities and operational excellence.

• Collaborate with Engineering, Product, Cyber, and other cross-functional teams to uncover root causes and promote product enhancements.

• Participate in the ongoing improvement of support processes, documentation, and automation.

⛳️ Requirements

• Over 5 years of experience in Tier 2 or Tier 3 Technical Support for Cloud SaaS solutions.

• Proven experience working directly with enterprise customers (B2B) in a customer-facing technical support capacity.

• Practical experience troubleshooting REST APIs, SaaS platforms, and debugging distributed systems.

• Familiarity with public cloud platforms (AWS, Azure, and/or GCP).

• Proficiency in writing scripts in Bash and/or Python.

• High proficiency in spoken and written English.

• Experience utilizing or integrating AI into daily workflows.

• Outstanding troubleshooting, analytical, and diagnostic abilities.

• Excellent communication skills with the capability to articulate technical concepts clearly.

• Proactive, process-oriented multitasker who excels in a fast-paced environment.

• Quick learner with a passion for adopting new technologies, including AI.

• Team-oriented individual with a mindset focused on continuous learning and a desire to assist others in their development.

• Basic knowledge of Linux environments is an advantage.

• Familiarity with Salesforce, Atlassian (Jira/Confluence), Kubernetes, Elasticsearch, Git, and related technologies is a plus.

• Experience with monitoring and observability platforms such as Kibana, Grafana, Prometheus, or similar tools is a plus.

• Background in working with and troubleshooting integrations such as third-party APIs and webhooks is a plus.

🏝️ Benefits

• Career support and assistance in finding new project opportunities.

• Legal aid regarding independent contractor or sole proprietorship status, taxes, and related processes.

• English language courses.

• Opportunities for professional growth.

• Team-building activities.

• Flexible working hours.

• 29 days of paid time off (18 working days annually plus all national holidays).

• 10 paid recovery days.

• Comprehensive financial and legal support for independent contractors.

• Complimentary English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.

• Security through client vetting and dependable, punctual payments.