Technical Support Engineer

Technical Support Engineer 

• Location: Poznań, Poland 
• Work model: Hybrid (1x/week in the office) 

We're seeking a Technical Support Engineer to join FinTech company, where you’ll manage the end-to-end support for B2B customers - from pre-sales and integration help to post-sales assistance and analytics. Working closely with teams across the company, including Engineering, Infrastructure, Product Management, Sales, and Account Management, you’ll be part of a dynamic group that values learning, collaboration, and quality service. This role offers you the chance to support international customers using our platform, applying your analytical skills, creativity, and problem-solving abilities to resolve a variety of technical challenges.

Responsibilities

• Provide API support and troubleshoot technical issues across multiple support channels.
• Offer timely, efficient, and professional responses to B2B customer inquiries.
• Contribute to training materials and create both internal and customer-facing documentation.
• Rotate on-call duties with other team members as needed.
• Escalate incidents when necessary and track incidents opened with third-party providers.

What We're Looking For

• Minimum 3 years of experience as a Tier 2/3 Technical Support Engineer.
• Strong knowledge of API calls, logs, and SQL.
• Excellent communication skills with proficiency in both spoken and written English.
• Experience managing tickets, routing, and maintaining high service levels according to SLAs and KPIs.
• Proven experience supporting global and B2B customers.
• Ability to understand and troubleshoot system/API/application flows and provide effective solutions.
• Logical thinker with strong analytical and problem-solving skills.

What We Offer

• Career progression opportunities.
• Contract of employment (B2B contract is not possible)
• Wellbeing programs to support a balanced lifestyle.
• Flexible scheduling with hybrid work options.
• Access to e-learning platforms such as Udemy and Coursera for continuous learning.
• A truly international environment with nearly 40 different cultures represented.
• Inclusive, diverse work environment where every voice is heard.
• A proactive, results-driven workplace.
• A dynamic space where change is constant-ideal for those comfortable with evolving environments.
• Opportunities to work on innovative concepts in a fast-paced, global-scale environment.
• A collaborative, democratic workplace where you can shape your own success.