Technical Customer Support Specialist
About The Position
As Technical Customer Support Specialist, you're the frontline guardian of our Facility Management platform, providing 1st and 2nd level application support and making sure users always have a clear way forward. Throughout the day you support users via email, phone, and ticketing systems, translating their issues into calm guidance and practical next steps. When something goes wrong, you switch into problem-solver mode: you troubleshoot technical issues, use SQL to dig into data and validate root causes, and coordinate efficient resolutions with the right people. You don't just fix what's in front of you. You step back to analyze recurring problems and collaborate with Product and Development teams to improve the platform and prevent repeat issues. Knowledge is at the core of how you work. You own the creation and ongoing maintenance of our user-facing knowledge base, writing clear, well-structured articles, guides, and FAQs that empower users to self-serve and reduce ticket volume over time. You keep documentation current as the product evolves, flag gaps before they become support bottlenecks, and treat every solved issue as an opportunity to make the next one faster. Your writing makes complex things feel approachable, and the knowledge base you build becomes a strategic asset for the entire support function. And because support is never done, you bring an automation-first mindset to everything you touch, spotting repetitive work, proposing smarter processes, and continuously raising the bar for how the team operates.
Requirements
- Experience in application support, IT support, or a similar role.
- Fluent in both English and Polish (spoken and written).
- Strong analytical and problem-solving skills.
- Excellent communication skills and a service-oriented mindset.
- Ability to work independently, structured, and with high attention to detail.
- Working knowledge of SQL.
- Comfortable using AI tools in daily work.
Nice To Haves
- Familiarity with APIs or ticketing systems.
- Familiarity with Intercom, Jira, or similar customer support and project management platforms.
- Experience in Facility Management or SaaS environments.
Responsibilities
- Provide 1st and 2nd level application support to users via email, phone, and ticketing systems.
- Troubleshoot technical issues, use SQL to investigate data and validate root causes.
- Coordinate efficient resolutions with the appropriate teams.
- Analyze recurring problems and collaborate with Product and Development teams to improve the platform.
- Own the creation and ongoing maintenance of the user-facing knowledge base, writing clear articles, guides, and FAQs.
- Keep documentation current as the product evolves.
- Spot repetitive work, propose smarter processes, and implement an automation-first mindset.
Benefits
- Between 7500 - 9100 PLN gross in Contract of Employment, or between 9000 – 10900 PLN gross on Contract of Employment (depending on experience).
- A fantastic, engaged, and experienced team.
- An environment open to innovation.
- A family-like atmosphere with a "you" culture – in a company that values "we".
- Annual budget for training & education (included in working hours).
- Flexible working hours.
- Private healthcare (including dental & vision care).
- Extra day off for medical check-ups.
- Annual team offsite.
- Top-notch Apple equipment.
- Monthly themed breakfasts.
- Referral Program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
