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  • IT Support Engineer (Junior) ID31858

    IT Support Engineer (Junior) ID31858

    Kraków
    3 053 - 8 397 PLN/monthNet per month - B2B
    Type of work
    Full-time
    Experience
    Junior
    Employment Type
    B2B
    Operating mode
    Remote

    Tech stack

      English

      B2

      Shopify

      regular

      Customer Service

      regular

      Technical Support

      regular

    Job description

    Online interview
    Friendly offer

    AgileEngine is one of the Inc. 5000 fastest-growing companies in the US and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15+ industries change the lives of millions.


    If you like a challenging environment where you’re working with the best and are encouraged to learn and experiment every day, there’s no better place - guaranteed! :)


    What you will do


    • Provide first-level technical support to clients using Shopify via phone, email, or chat;
    • Focus on resolving critical issues that negatively impact the customer experience, particularly those affecting checkout or store access;
    • Respond promptly and professionally to incoming alerts and issues;
    • Escalate complex issues to higher-level teams when necessary and follow up until resolution;
    • Conduct postmortem analysis and follow up with the involved teams;
    • Log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system;
    • Identify and escalate recurring or systematic issues to the appropriate teams to improve overall customer experience;
    • Collaborate with team members and actively contribute to knowledge-sharing initiatives;
    • Maintain a positive and professional attitude while providing exceptional customer service.


    Must haves


    • 2+ years of experience Shopify;
    • Previous experience in customer service or technical support is desirable but not mandatory for entry-level candidates;
    • Strong problem-solving and analytical skills with attention to detail;
    • Good communication skills, both verbal and written;
    • Basic understanding of computer systems, networks, software applications, and hardware components;
    • Familiarity with ticketing systems (Jira);
    • Ability to work independently and efficiently, while also being a team player;
    • Flexibility to work in 12-hour shifts, including weekends and holidays, as part of a 24/7 support operation;
    • Patience, empathy, and a customer-first mindset to ensure customer satisfaction;
    • Willingness to continuously learn and adapt to new technologies and procedures;
    • Upper-Intermediate English level.


    The benefits of joining us

    • Professional growth

    Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps


    • Competitive compensation

    We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities


    • A selection of exciting projects

    Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands


    • Flextime

    Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive.



    3 053 - 8 397 PLN/month

    Net per month - B2B

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