Senior Technical Support Engineer

Senior Technical Support Engineer

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

YOUR ROLE

We’re looking for an internal support engineer to help manage our internal engineering support ticket cases. You will be the first level support for Developer Experiences internal engineering ticket system to handle and streamline resolving tickets. In addition you will help facilitate discussions, provide initial support responses, highlight user feedback, advocate for user needs and keep the community updated with new changes.

YOUR PROJECT

Our product is an identity management platform that provides businesses with secure and scalable authentication and authorization services. It allows developers to easily add authentication functionalities to their applications and APIs without having to deal with the complexity and security risks involved in managing user identities.

YOUR TASKS

• Drive tickets to completion including follow up with the engineering teams, and work to address user issues and feedback in a timely manner.
• Respond to internal users requests and feedback in a timely manner
• Monitor ticket queues and responses
• Understand the project, investigate support questions and continually assess if issues should be raised to engineering teams
• Analyze project metrics to identify trends and improve support ticket engagement strategies
• Suggest and draft documentation to answer frequently asked user questions
• Collect needed feedback from internal users, before and after escalating to the engineering team
• Validate fixes for user issues before they are released.
• Follow up with the engineering team, and push them to address user issues and feedback in a timely manner

YOUR PROFILE

• 5+ years of experience in Developer Support
• Familiarity with Linux systems
• Working experience with Databases (Postgres or Mongo)
• Strong communication skills in English, both written and verbal
• Experience in providing technical support to users based on previous responses, team, feedback and available documentation
• Advanced troubleshooting skills: experience with debugging tools, log analysis, root cause analysis
• Analytical mindset for interpreting project metrics and guiding strategic decisions
• Ability to work independently and collaboratively in a dynamic environment

Nice to have:

• Development experience (JS, Node.js, PHP, Go, Rust, etc..)

WHAT YOU’LL LOVE ABOUT WORKING HERE?

• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.
• Practical benefits: yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Architects, Google) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
• Community Hub that will allow you to choose from over 20 professional communities that gather people interested in, among others: Salesforce, Java, Could, IoT, Agile, AI.

GET TO KNOW US

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on TikTok! — @capgeminipl.

ABOUT CAPGEMINI

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. 

Apply now!