2nd Line Support Engineer

XTM Group is dedicated to delivering cutting-edge solutions in the field of translation management. Our mission is to help enterprises reach global markets more efficiently by creating, delivering, and supporting an industry-leading platform to automate and manage all aspects of the localization process.

Are you passionate about technology and enjoy solving technical challenges while building strong relationships with clients? We're looking for a 2nd Line Support Engineer to join our team and be the go-to expert for resolving user issues and ensuring customer satisfaction.

What You'll Do:

• Provide second-level technical support for corporate users, analyzing application issues and gathering data for further technical analysis.
• Manage and resolve support tickets and emails, ensuring our clients’ needs are met with best-in-class service and timely responses.
• Troubleshoot technical issues and answer user inquiries through direct interaction with customers via our ticketing system.
• Collaborate with other IT departments to prevent and resolve incidents and service requests.
• Actively participate in knowledge sharing with your colleagues and contribute to creating instructional articles and best practices.
• Build and maintain strong, trusting relationships with clients. .

What You’ll Bring:

• Technical Mindset: Basic knowledge of Linux command lines, SQL queries, and general understanding of internet protocols.
• Bilingual Communication Skills: Fluent in Polish and advanced proficiency in English (B2 or higher), with strong verbal and written communication abilities.
• Customer Focus: You’re customer-oriented, with the ability to listen, negotiate, and build rapport with ease.
• Analytical Thinking: You excel at problem-solving and are quick to learn new tools, technology, and processes.
• Organizational Prowess: Organized and responsible, you manage your time efficiently and thrive in high-pressure situations.
• Team Player: You work well independently or within a team and enjoy sharing your knowledge in simple, understandable ways.

Bonus Points If You:

•  Have experience in supporting web applications.
•  Are familiar with Atlassian tools like Jira and Confluence.

Why You'll Love Working Here:

• Collaborative Environment: Work with a talented and supportive team that shares knowledge and works together to solve problems.
• Growth Opportunities: We encourage continuous learning and provide opportunities for career growth within the company.

Perks & Benefits:

• Remote work with occasional site visits 
• English lessons with native speakers
• Benefits platform (including access to Multisport cards and Medicover medical care)
• Company events - team and company-wide