Back to SearchSenior Support Engineer (Shift-Based incl. Evening/Night Rotations)
Remote in Poland
Support.Infrastructure& 11 others
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We are looking for a Senior Support Engineer to join our multi-client support delivery team. Supporting more than 20 clients across Europe and beyond — spanning Fintech, e-Commerce, Retail, Travel, and Technology domains — our team acts as a single point of contact for all user requests and queries related to supported applications and systems. At this level, you are expected to be self-managed, technically advanced, and capable of coaching junior team members while independently driving incident resolution and process improvement.
Responsibilities
- Own and drive end-to-end ticket lifecycle: registration, classification, triage, resolution, and escalation to higher support tiers when necessary, following ITIL/ITSM best practices
- Process and respond to alerts, emails, and phone calls, demonstrate ownership and personal accountability for resolution quality
- Perform advanced application health checks, proactive monitoring, and support activities
- Execute complex database queries (DDL/DML) to investigate and diagnose issues
- Apply knowledge of on-premises, private/public cloud infrastructure to troubleshoot infrastructure-related incidents
- Participate in and lead technical bridges, phone conferences, and customer workshops independently
- Identify, escalate, and resolve gaps in the Knowledge Base; own and maintain KB content to ensure accuracy and completeness
- Contribute to and drive continuous improvement of ITIL/ITSM support processes; train team members on defined procedures
- Assist with reporting, ticket quality checks, and trend analysis to support proactive service improvements
- Participate in Disaster Recovery planning with an understanding of HA, BCP, RPO & RTO concepts
- Act as a technical trainer, coach, and mentor for junior and mid-level support engineers
- Create and maintain high-quality technical and project documentation
Requirements
- 3+ years of hands-on experience in customer and/or technical support, including experience in Service Monitoring
- Advanced knowledge of MS Windows and/or Linux administration
- Proficiency in MS Office Suite
- Skills in performing complex database queries for diagnostic purposes
- Understanding of networking concepts such as DNS, TCP/IP, and VPN
- Familiarity with Cloud platforms such as AWS, Azure, and GCP
- Experience with ITSM/ticketing tools such as ServiceNow, Jira, and Zendesk
- Strong knowledge of ITIL processes and the ability to train others on them
- Ability to independently own a Knowledge Base and document solutions at high quality standards
- Understanding of HA, BCP, and disaster recovery concepts
- Structured analytical approach to complex and non-standard incidents, high personal accountability, ability to independently lead customer interactions, and readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)
- Fluent English (B2+) with excellent verbal, written communication, and strong phone etiquette
Nice to have
- ITIL Foundation certification (or higher)
- Experience with scripting or automation for support tasks
- Background in Fintech, e-Commerce, Retail, or Travel domains