Technical Support Specialist

About us

Fourthwall gives creators the freedom to focus on their work. Over 200,000 creators use it to power their shops and memberships. We enable creators (such as YouTubers, Instagrammers, Podcasters, etc.) with a sizable online audience to earn money by opening beautiful, fully customized online shops where they can sell merchandise, accept donations, and offer memberships.

Our mission is to make the money-making side of content creation easy, allowing creators to focus on what matters: creating great content and interacting with their fans. Our culture is built around putting our customers, the creators, first. If you are talented, hardworking, and love helping others, we would love to talk to you about joining our team!

The Role

We’re looking for a Technical Support Specialist to join our creator support team in Poznań. You’ll be the first line of defense for technical issues reported by creators on our platform, working directly with users and our engineering team to diagnose bugs, improve documentation, and deliver high-quality support.

This role is based in our Poznań office and requires hybrid presence. Once fully onboarded and trained, you'll have the flexibility to work remotely, with an expectation of being in the office at least 2-4 days per week.

What you’ll do

• Respond to support tickets (via Zendesk), diagnose issues, and offer clear solutions

• Determine if issues stem from user error, known limitations, or new bugs

• Write detailed, structured bug reports in Jira for the product/engineering team

• Follow up on open issues and communicate updates to creators

• Maintain and improve internal support documentation

• Monitor shops for potential fraud and flag policy violations

• Use AI tools to optimize support workflows
  

What we’re looking for

• 2–4 years in technical or customer support (ideally in SaaS or ecommerce)

• Excellent written English: clear, calm, and helpful, especially on technical topics

• Strong analytical and problem-solving skills

• Experience with Zendesk, Jira, or similar platforms

• Ability to replicate issues and document them precisely

• Highly organized, curious, and proactive

• You approach problems with an AI-first mindset, safely using tools to solve or simplify tasks, such as using tools like Zapier, N8N, or similar

• Empathetic and patient when working with customers
  

The Benefits

• Salary 7,000.00-10,500.00 PLN monthly (B2B or Employment Contract)

• Equity in our US-based company

• Hybrid work with flexible hours and access to our modern and comfortable office in Poznań, Jeżyce (with lots of flora, standing desks, and even an amateur gym)

• 26 days of paid vacation per year, health-related absence policy

• Employer-paid perks (MultiSport, LUX MED + dental care, English lessons, team integrations, four months parental allowance)

• Cooperation with our engineers, who are happy to share and help you develop technical skills

• Opportunity to grow into product, QA, or operations roles
  

Join Us

This is a great role for someone curious about how things work, who loves solving problems, and communicates clearly with technical and non-technical audiences. If that sounds like you, we’re waiting for your application.

Please remember to send your CV as a PDF. In your cover letter, we'd like to hear about your recent experiences with AI that have supported your work. Also, be sure to include your salary expectations in your message to us.

We are an equal-opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status. Just so you know, if you meet most but not all of our requirements, we still encourage you to apply. We value potential and attitude as much as experience.

The Interview Process

1. CV review

2. Intro call (45 minutes)

3. Recruitment task carried out at a time selected by you (remotely)

4. Recruitment task review call (20 minutes)

5. Final conversation about role specifics and expectations (30 minutes)