Description
We are looking for a Senior Support Engineer to join our globally distributed support team, as our first Support Engineer in Poland.
This role is critical to maintaining excellent service for our English-speaking customers, handling complex technical and customer-facing issues independently, and helping the team adapt to the next generation of AI-enabled support workflows.
The ideal candidate is a strong hands-on problem solver, an excellent communicator in English, and a senior team player who can elevate team quality, partner closely with leadership, and contribute to improving our internal tools, AI-based workflows, and support processes.
What you'll do
- Own complex technical and product-related support cases from investigation through resolution.
- Provide high-quality support to customers in English across written and live interactions.
- Handle ambiguous, high-impact, or cross-functional issues with strong judgment and minimal supervision.
- Act as a senior point of contact for escalations, sensitive customer situations, and priority cases.
- Mentor teammates across our global support team by sharing knowledge, setting a high bar for case handling, and helping improve team practices.
- Use AI-based tools and internal tools effectively in day-to-day work to improve speed, quality, and consistency.
- Help to define, maintain and improve support agents, AI-assisted tools, bots, workflows, automations and documentation to improve support effectiveness.
- Identify opportunities to reduce friction, improve self-service, and optimize internal support flows.
- Collaborate with Product, R&D, Customer Success, and other internal stakeholders to resolve issues and improve the customer experience.
What we're looking for
- 5+ years of experience in technical support, support engineering, or similar customer-facing technical roles in a SaaS or technology environment.
- Strong troubleshooting and problem-solving skills, with the ability to work through complex cases independently.
- Strong SQL skills and experience writing complex queries for investigation and troubleshooting.
- Experience working with logs and performing deep technical and data analysis.
- Experience working with APIs, including reading documentation, testing requests, and troubleshooting integrations.
- Excellent written and verbal communication skills in English.
- Ability to manage ambiguity, prioritize effectively, and maintain sound judgment under pressure.
- A proactive, ownership-driven mindset with a strong focus on customer impact.
- Comfort using AI tools in daily workflows, with curiosity about how automation and AI-assisted work can improve support.
- Willingness to test new tools, challenge existing processes, and help the organization learn how to work better with AI.
- This role requires existing authorization to work in Poland. We are not able to provide visa sponsorship.