Customer Support Engineer

Are you the kind of person who enjoys solving problems, talking to people, and making complex things simple? Do you speak fluent English and feel comfortable guiding others through technical topics? If so, we might have the perfect role for you!

We’re looking for a Customer Support Engineer to support our growing SaaS product. You’ll be the bridge between our technology and our clients—helping them succeed, answering their questions, and ensuring they get the most out of our solution. This is a great opportunity for someone who enjoys working with both people and technology and isn’t afraid to speak up.

In Short

🌎 100% REMOTELY or from one of our 2 offices (Wrocław, Bielsko-Biała)

💰 Senior: 90-105 PLN/h + VAT

☑️ B2B contract

Your Daily Missions

• Delivering high-quality technical support to clients across the EMEA region.
• Maintaining and supporting SaaS-based web applications.
• Managing and resolving support requests in accordance with the agreed Service Level Agreement (SLA).
• Providing remote assistance and acting as the incident owner in direct customer interactions.
• Taking responsibility for critical and major incidents affecting EMEA clients.
• Keeping users regularly updated to ensure they are fully informed about incident progress.
• Overseeing issues from identification to resolution, ensuring high customer satisfaction.
• Collaborating with engineers and developers to meet project deadlines.
• Creating and updating the Knowledge Base.
• Working closely with other technical teams, external vendors, and client-side technical teams.
• Analyzing customer issues to identify trends and provide feedback to both customer and technical teams.
• Proactively notifying and managing customer-reported issues.

The Essentials We’re Seeking

• Phone and email support for customers' teams and partners with software solutions.
• Responsibility for incidents’ management in a timely manner and providing solutions to a variety of problems of moderate scope and complexity (based on SLAs).
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Provide regular updates to users to ensure they are fully informed about the development progress.
• Keeping our Knowledge Base and technical documentation up to date.
• Fluency in English (C1 level) as we work in an international team.
• Weekend on-call coverage will be required as part of a rotating schedule.

Reasons Why You Would Enjoy Working With Us

• We work in the latest technologies and with international clients, and our projects are polished from < to /> - learn about some of the projects we have completed.
• We organize TechTalks, meet-ups and create guilds where we exchange knowledge - you can learn a lot from your teammates.
• We have a close-knit team and we make sure to have regular integrations - we often go out to celebrate together.
• You can work remotely or choose to work from our offices in Wroclaw or Bielsko-Biala. However, we count on your openness to occasionally visit the office for team meetings or client visits, or possible occasional trips to the client's headquarters.
• You can adjust your working hours to suit your needs, starting your day between 7:00 and 10:00 am.
• You can work with great specialists in their fields who also have a sense of humor and other after-hours hobbies. It is the people who create the unique atmosphere and relaxed atmosphere at CSHARK.
• We have a flat structure - we are not a corporation and don't want to be one 🙃.
• We offer bonuses for employee referrals (from 3000 PLN to 7000 PLN).
• We organize remote English classes and provide access to the company library. You can also become an author/author of articles published on our technical blog - https://cshark.com/blog/.