Senior Support Engineer

Role overview This senior individual contributor role handles complex technical support cases for English-speaking customers while helping shape a new local support presence in Poland. You’ll investigate issues end to end, take ownership of escalations, and work closely with global support leadership. The role also contributes to the team’s evolving use of automation and AI-assisted tools, with scope to improve support processes and internal workflows.

Responsibilities - Investigate and resolve complex technical and product issues, including ambiguous or cross-functional cases. - Support customers in English through written channels and live conversations, using sound judgment in sensitive or high-priority situations. - Serve as a senior escalation contact and cover for support leadership when needed. - Share expertise with teammates, help improve case handling, and raise the quality of team practices. - Use and help refine AI-assisted tools, support agents, bots, automations, workflows, and documentation. - Identify ways to improve self-service and reduce friction in customer and internal support processes. - Work with product, engineering, customer success, and other teams to resolve issues and improve customer experience. - Help establish local processes and relationships as the first support engineer in the Polish office.

Requirements - At least five years in technical support, support engineering, or a similar customer-facing technical role in a technology or SaaS environment. - Strong independent troubleshooting skills for complex cases. - Proficiency with SQL, including writing complex queries to investigate issues. - Experience analyzing logs and technical or product data. - Familiarity with APIs, including interpreting documentation, testing requests, and diagnosing integration problems. - Excellent written and spoken English, with the ability to communicate clearly with customers and colleagues. - Ability to manage ambiguity, prioritize under pressure, and focus decisions on customer impact. - Comfort using AI tools and willingness to test new approaches to support work. - Existing authorization to work in Poland; visa sponsorship is not available.

Nice to have - Familiarity with advertising technology. - Knowledge of additional languages, especially Russian.

Benefits and work setup - Globally distributed support team with close collaboration across regions. - High autonomy and direct partnership with global leadership.