Middle Support (IT Helpdesk) Engineer

Salary range: B2B - 11 USD/h + VAT 💰

Ciklum is looking for a Middle Support Engineer to join our team full-time in Poland.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Middle Support Engineer, become a part of the global team of a cloud-based enterprise software company. This role is a key part of IT operations with focus on security, providing frontline support in a 24/7 environment. You will work in a scheduled shift pattern (including a night shift every four days) to be the first point of contact for triaging alerts, managing access, and resolving technical issues for our company's employees.

Responsibilities:

• Act as the primary responder for alerts, performing investigation, triage, and SIEM analysis

• Provide frontline user support, handling password resets, troubleshooting issues, and granting temporary local admin access

• Manage user identities and access requests across key platforms, including Okta , GSuite, Slack , and 1Password

• Administer permissions and configurations for business platforms, including Confluence, Jira, and troubleshoot Kandji MDM configurations

• Support security operations by gathering evidence for audits and executing emergency account disablements when required

• Occasionally, assist in vulnerability management by reviewing findings from various sources (SAST, DAST, bug bounty, cloud security notifications) and validating remediation

Requirements:

• 3+ years of proven experience in an IT Support, Helpdesk, or a similar user-facing technical role

• Hands-on experience with monitoring (PagerDuty), MDR, and SIEM tools for log analysis and investigation

• Good understanding of identity management principles with direct experience managing IdPs like Okta or Entra ID

• Good troubleshooting skills across SaaS platforms (GSuite, Slack, 1Password, Confluence, Jira) and MDM tools like Kandji, Intune

• (preferable) knowledge of at least one scripting language (powershell, bash, python) with Git version control

• (preferable) foundational knowledge of at least one major cloud provider (AWS, Azure, GCP)

• Excellent communication skills, with a calm, collaborative approach to problem-solving under pressure

• Willingness and ability to work in a rotating shift schedule, including nights

What`s in it for you?

• Strong community: Work alongside top professionals in a friendly, open-door environment

• Growth focus: Take on large-scale projects with a global impact and expand your expertise

• Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications

• Endless opportunities: Explore diverse domains through internal mobility, finding the best fit to gain hands-on experience with cutting-edge technologies

• Flexibility: Enjoy flexibility – full remote working possibilities

• Care: We’ve got you covered with company-paid medical insurance, mental health support, and financial & legal consultations

About us:

At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you’ll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress.With delivery centers in Wrocław and Gdańsk, our 300+ professionals in Poland drive forward-thinking solutions for global clients. Join a community where collaboration sparks innovation—and your impact reaches millions. 

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Explore, empower, engineer with Ciklum!

Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum.