Support Engineer

Title: Support Engineer 

Department: R&D Organization

Direct Line Reporting: GM Poland

Location: Warsaw, Poland 

Job status: Full time, permanent.

Job description 

In this role, your primary responsibility will be to provide product support for BECS 

and BBE to our customers. You will report directly to the Support Manager.

To succeed in this position it is essential to understand and identify customer 

needs. You will need to keep up to date with our products, dependent products, 

and technologies to get a deeper understanding of the products and their use for 

our customers. You will be an ambassador for the company and the products 

provided. In our effort to deliver excellent service and high customer satisfaction, 

you will be a part of the 24/7 On-duty if agreed with your manager.

Role description: 

As part of your role, you will be responsible for reproducing incoming support 

cases and facilitating smooth handovers to the Development team. Additionally, 

you will provide valuable assistance to the development team, supporting 

customer interaction, debugging, and gathering essential information. Your efforts 

will contribute to ensuring efficient problem-solving and delivering exceptional 

service to our customers.

Responsibilities: 

• Handle emergency support calls during regular working hours, Monday to 

Friday (on-duty phone)

• Handle incoming product support tickets in Jira Service Desk until 

resolution.

• Troubleshooting and fault reproduction.

• Clarify incoming support tickets and make sure all required information 

from the customer is available.

• Support your manager with activities related to onboarding new members 

of the team.

• Create and distribute product licenses to customers.

• Review and update changes to customers documentation (user guides, 

white papers, release notes).

• Continuous development of your technical and customer-facing skills.

• Be supportive of your team's activities and duties

Education:

➢ Degree in Engineering (or similar) or 3–5 years of experience of similar job.

Experience: 

➢ Experience in customer facing role.

➢ 3-5 years of technical support experience or experience in a similar 

professional role.

Required qualifications:

➢ Proficient communication skills to articulate technical matters to both 

clients and internal personnel.

➢ General Linux knowledge.

➢ Networking experience.

➢ Scripting experience.

➢ Ability to read Java or C.

➢ Generic Database knowledge.

➢ Fluent English, both written and spoken