Responsibilities
- Handle incoming cases, incidents, and service requests while meeting SLA and KPI benchmarks in a 24/7 support environment with rotating shifts.
- Collaborate with the event management team to refine event handling procedures and tools.
- Conduct initial assessment and proper routing of reported incidents and service tickets.
- Partner with other service functions and stakeholders to resolve complex, long-standing, or critical incidents.
- Develop and maintain standard operating procedures, FAQs, and documentation for recurring issues and service solutions.
- Deliver preliminary root cause analysis for major or extended customer-facing incidents.
- Assist the problem management team in conducting post-incident reviews, building timelines, and defining corrective steps.
- Support or carry out the implementation of fixes identified through problem management.
- Address and resolve non-routine or exceptional service requests.
- Offer feedback to enhance the efficiency and clarity of service request workflows.
- Collaborate with automation specialists to build and improve tools and documentation for common service tasks.
- Carry out operational tasks related to service transitions for new or updated product releases.
- Work with internal teams to generate regular and on-demand reports for internal and customer use.
- Be prepared to perform duties from other service roles when access policies permit.
- Be available on-call as needed to assist shift teams during critical incidents or emergencies.
- Follow organizational policies and complete additional duties assigned by the Operations Manager.
Requirements
- Bachelor's degree or formal certification in Computer Science, Information Technology, or a related field.
- Minimum of 3 to 4 years in cloud services, enterprise IT support, or a comparable role with strong understanding of operational methodologies and best practices.
- Willingness and ability to work in a three-shift rotation environment.
- Strong verbal and written English communication skills for technical discussions.
Nice to Have
- Familiarity with ITIL, ISO 20000, or equivalent service management frameworks is a plus.
- Capacity to independently learn and adapt to evolving technologies in a dynamic, service-oriented environment with a proactive mindset.
Benefits
- Hybrid remote work options and flexible scheduling.
- 26 paid vacation days annually, plus additional days for personal birthday and volunteer activities.
- Private health insurance, multisport membership, life insurance, and wellness programs.
- Support for work-life balance through health initiatives and flexible arrangements.
- Opportunities to work on impactful projects with major clients alongside experienced teams and partners.
- Engagement with a well-regarded product recognized by customers and industry analysts.
- Inclusion in a collaborative and supportive team culture.
Compensation
PLN 120k - 160k + 10% bonus
Work Arrangement
Hybrid
Team
Global Unified Support organization
Other
- Residency in an EU country is required.
- Must meet EURA access restrictions, including residency verification for EU personnel.
- Compliance with data residency, segregation, and confidentiality requirements.
- Adherence to physical and logical access controls per EURA standards.
- Ongoing compliance with restricted access policies.
