Customer Support Engineer

Hybrid work model: 2-3 days per week in the Cracow office

100% remote work possible for candidates living more than 80 km from the office (candidates must be based in Poland)

Preferred start date: Candidates with up to 1-month notice period will be considered

Key Responsibilities:

• Educate internal teams and external customers on the deployment process, technical specifications, and service expectations related to the CX Agent and CX Cloud platform

• Remotely assist customers with the deployment and installation of the CX Agent

• Provide second and third-level technical support for CX Agent and CX Cloud

• Apply analytical skills and technical expertise to resolve product and software issues of moderate to high complexity

• Act as a technical specialist, delivering support on a global scale

• Collaborate with Technical Assistance Center (TAC) teams and development teams at a peer level

• Manage incoming support cases for CX Cloud and CX Agent

• Maintain accurate and timely case documentation in the Case Management System, including customer interactions and completed tasks

• Contribute to troubleshooting automation initiatives

  
  

Required Qualifications:

• Strong experience in Unix/Linux system administration

• Proven background in customer support or technical assistance

• Solid understanding of network protocols such as SSH, HTTPS, DNS, DHCP, and SNMP

• Hands-on experience with VMware setup, configuration, and troubleshooting

• Proficiency in Kubernetes and Docker environments

• Experience with database technologies such as MySQL, Elasticsearch, and DynamoDB

• Basic familiarity with cloud platforms (e.g. AWS) and APIs (SOAP / REST)

• Experience with data collection and monitoring platforms such as CSPC, CX Agent, Prime Infrastructure, or similar tools (considered a plus)

• Very good command of English (spoken and written) for daily communication

  
  

Preferred Skills:

• Highly organized, self-motivated, and adaptable with a strong willingness to learn

• Excellent analytical and troubleshooting capabilities

• Ability to take initiative and lead technical problem-solving efforts

• Strong customer orientation with a focus on delivering high satisfaction

• Skilled in identifying root causes and implementing effective resolutions for complex or previously unknown issues

  
  

Offer:

• Contract of Employment via Experis

• MultiSport Plus

• Group insurance

• Medicover Premium

• Access to an e-learning platform