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Technical Support Engineer – Tier 1-2

location Poland • working time Full-time • remote Remote

About the job

We are seeking a highly motivated Technical Support Engineer to join our expanding Technical Support team within the R&D department. This role demands exceptional communication skills for high-level professional interactions with our B2B customers. Your expertise will be instrumental in maintaining our Service Level Agreements (SLAs) and ensuring robust customer satisfaction.

Responsibilities

  • End-to-end Ownership: Efficiently manage and resolve Technical Support tickets by investigating, identifying, and solving root causes.
  • Act as the first point of contact for customers, providing expert-level technical support via email, chat, and phone.
  • Incident Management: Handle production incidents on our websites and internal infrastructure, assessing issue severity from both technical and business perspectives. Escalate unresolved issues to internal R&D teams while ensuring customers receive timely updates, maintain ownership until resolution, and communicate progress to relevant stakeholders.
  • Monitoring and Reporting: Act as the R&D and Data focal point for production system monitoring and health checks. Deliver periodic performance insight reports to relevant stakeholders.
  • On-Call Support: Be prepared to support priority production incidents during offline hours to ensure seamless operations.

Requirements

  • A minimum of 2 years experience in Tier 1-2 technical support roles, with a strong focus on B2B interactions.
  • Experience with ETL and BI tools such as Tableau.- Must
  • Knowledge of SQL scripting (Snowflake, MySQL, Athena, MongoDB).
  • Proven ability to take complete ownership from initial report to full resolution, ensuring customer satisfaction and adherence to SLAs.
  • Understanding of web technologies: HTML, CSS, JavaScript, TypeScript, etc.- Advantage.
  • Basic knowledge of troubleshooting performance issues in a distributed microservices environment
  • Experience with monitoring and logging tools such as Datadog, Grafana, Kibana, and CloudWatch – Advantage
  • Familiarity with tools like Google AdWords/Analytics is Advantage.

Soft Skills

  • Excellent verbal and written communication skills in English is a must.
  • Strong problem-solving ability with a customer-first mindset.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Patience and empathy when dealing with complex customer issues.
  • Demonstrated ability to operate in high-pressure, multitasking environments independently.
  • Passion for supporting and helping others.

Working hours: 15:00 – 00:00 Polish time

What we can offer

• 20 days of paid leave
• Remote work and flexible working hours
• Professional and career development benefits
• Top-quality work environment
• Online courses
• Online sports activities
• Team buildings and Christmas parties

One last thing, if you have a lot of these skills, but not all of them, please still apply. We love to teach those who are willing to learn.

If you are looking for stability, professional growth, long-term career, and technology challenges in the sought-after companies – come and join us today!

Apply now and become a part of our innovative team at Matrix Eastern Europe!

19 hours ago