As an ITSM Technical Support Engineer, you'll deliver high-level technical and functional assistance for enterprise service management platforms to customers, partners, and internal teams worldwide. Working remotely within Poland, you'll diagnose and resolve complex issues using remote tools and structured troubleshooting methods, ensuring timely and effective communication throughout each case lifecycle.
Key Responsibilities
- Deliver hands-on support for enterprise service management products through root cause analysis and problem resolution
- Collaborate with global colleagues to advance customer cases and maintain service standards
- Contribute to the refinement of support processes and product quality initiatives
- Document and share technical knowledge to strengthen team capabilities
- Support peer development through mentoring, coaching, and participation in improvement activities
- Maintain deep technical proficiency across relevant platforms and infrastructure technologies
Qualifications
Successful candidates will have proven experience supporting IT service management tools such as Ivanti, ServiceNow, BMC, Cherwell, or Axios. Strong technical diagnostic abilities and familiarity with Windows environments, databases, networking, and server technologies are essential. Fluency in English is required to engage effectively with international stakeholders.
Preferred background includes knowledge of ITIL frameworks, CMDB concepts, IIS troubleshooting, cloud platforms like AWS or Azure, and experience with SaaS support models. Familiarity with Windows internals and system administration enhances readiness for complex support scenarios.
Environment & Benefits
This role operates in a flexible, remote-first environment designed to support work-life balance. You'll work within a globally distributed team, engaging with professionals from over 23 countries. The organization emphasizes continuous learning, equity, inclusion, and innovation, offering access to development resources and a culture where diverse perspectives shape solutions.
Compensation includes competitive pay and a comprehensive benefits package covering health, wellness, and financial planning for you and your family. The company is committed to equal opportunity and welcomes applicants from all backgrounds.
