IntellectEU

Technical Support Engineer

IntellectEU

full-time

Posted on:

Location Type: Hybrid

Location: Krakow • Poland

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About the role

  • Conducting demos of the product to the IntellectEU customers, guiding customers through the software UI.
  • Prepare, lead, and follow up on client calls and support on customers' questions.
  • Execute day-to-day activities across support tickets, onboarding/installations, and customer technical requests.
  • Maintain regular client communication to ensure transparency and trust, clearly explaining progress updates, risks, tight deadlines, or delays.
  • Support incident handling and escalations by troubleshooting issues and coordinating with Engineering when needed.
  • Collect logs, system data, and contextual information to support root cause analysis and issue resolution.
  • Monitor progress on assigned technical tasks and proactively inform clients about timelines, risks, and dependencies.
  • Maintain accurate ticket updates and delivery documentation.
  • Contribute to improving the processes, runbooks, and internal tooling based on hands-on experience.
  • Participate in covering 24/7 on-call shifts.

Requirements

  • Strong hands-on troubleshooting skills and incident/problem-solving mindset
  • Troubleshooting ability using logs, traces, and structured investigation
  • Solid understanding of APIs and integrations (REST/JSON, authentication, webhooks)
  • Experience installing, configuring, and validating complex software platforms
  • Practical knowledge of system upgrades, patching, and operational maintenance
  • Experience installing, configuring, validating, and maintaining software in client environments
  • Proficiency with ticketing and delivery tools (e.g., Jira Service Management/Zendesk, Jira, Confluence)
  • Strong documentation skills (runbooks, SOPs, installation guides, client updates)
  • Maintaining up-to-date knowledge of client infrastructures and environments
  • Excellent analytical and problem-solving capabilities, comfortable with tackling both routine and complex incidents
Benefits
  • Excellent compensation and benefits package, including medical insurance and sports activities
  • International experience in a stable company
  • A passionate team in an innovative, casual, positive, and open work environment
  • Great opportunities for personal and professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingincident managementAPIsintegrationsRESTJSONsoftware installationsystem upgradesoperational maintenancedocumentation
Soft Skills
analytical skillsproblem-solvingclient communicationtransparencytrust-buildingprocess improvementteam coordinationtime managementattention to detailadaptability