Informacje o stanowisku

technologies-optional :

• ITIL

• We are currently looking for a Designated Support Lead
• Working hours are Monday to Friday, 9:00 am to 6 pm, with the expectation of availability during critical incidents outside regular hours.

• Own the end-to-end technical support experience for assigned Premium and Enterprise customers.
• Act as the primary technical point of contact for escalations, complex issues, and operational coordination.
• Build long-term technical relationships with customer stakeholders (DevOps, SRE, System Administrators, CTO-level).
• Lead incident management for customer-impacting issues, coordinating Support, Engineering, and Operations teams.
• Ensure clear, structured, and timely communication during incidents and escalations.
• Lead regular service reviews covering incident trends, SLA performance, risks, and improvement opportunities.
• Proactively identify risks and potential service degradation before customer impact occurs.
• Deliver high-quality post-incident reports (RCA) focused on root cause and prevention.
• Act as the voice of the customer internally, providing structured feedback to Product and Engineering teams.

• 3+ years of experience in Technical Support, Technical Customer Success, or Systems Administration in a Cloud / SaaS / Edge environment.
• Experience working with Premium or Enterprise customers.
• Good understanding of Linux systems, networking fundamentals, and Cloud infrastructure.
• Ability to analyse logs, architectures, and complex technical scenarios.
• Strong incident and escalation management skills.
• Excellent communication skills in English (B2/C1+).
• Strong stakeholder management and expectation-setting abilities.
• Proactive, ownership-driven mindset focused on long-term customer success.

• Competitive compensation
• Flexible working hours and hybrid or remote options, depending on your role
• Work from anywhere in the world for up to 45 days per year
• Private medical insurance for you and your family*
• Extra paid vacation and sick leave days*
• Support for life’s important moments and celebrations
• Language courses to help you connect and grow
• Modern, welcoming offices with snacks, drinks, and entertainment*
• Team sports and social activities*
• Benefits* may vary depending on your location.

• private medical care
• remote work opportunities

Kraków - Oferty pracy w okolicznych lokalizacjach