L1 Customer Support Engineer

About the role

As part of a dynamic L1 Customer Support Team, you’ll be at the heart of customer support — walking users through the service, solving technical issues and reporting bugs. With your focus and communication skills, you’ll help shape an exceptional support experience for every customer.

Working Hours and Schedule

As a member of the 24/7 Support Team, you will be required to work on a rotating shift schedule that includes day, evening, and night shifts. This schedule also includes coverage on weekends and public holidays, but you can always trade shifts with your colleagues.

You will:

Creating and dispatching tickets

Responding to user questions via tickets, phone, and chat, analyzing and fixing problems

Solving technical issues related to their cloud platform and backup solution

Bug reporting: documenting and reporting bugs identified through customer interactions, including detailed steps to reproduce the issues.

Service Configuration: ability to guide customers through basic configurations and steps.

Establishing trustworthy relations and increasing customer satisfaction

Collecting valuable information and feedback from our customers which can be used for the continuous improvement of our products and services

Share information regarding recent fixes and best practices in a proactive manner

About you

Must-haves:

1 year of customer support experience in the IT sphere

Familiarity with Ticketing Systems: experience using ticketing system like Freshdesk, Zendesk or Jira/Confluence to report and manage/document internal information.

Advanced level of English

Good communication skills and ability to convey complex information effectively

Being accurate in details

Being capable of answering questions

Proven ability to investigate and troubleshoot technical issues

Nice-to-haves:

Practical experience with Microsoft 365

Working experience with Enterprise customers

Knowledge of the Polish language, at least on the B2 level

About us

At Keepit, we're pioneering the future of SaaS Data Protection on a global scale.

Our platform is designed to provide customers with the best cloud backup solution in the market. Fully automated data protection of core SaaS applications such as Microsoft 365, Entra ID and DevOps, Salesforce, Google Workspace, etc.

It aims to protect them against everything, from ransomware to simple accidents.

On top, Keepit’s universal restore view gives you control back with multiple restore options on demand across snapshots.

If you are passionate about customer service, join us!

We offer:

Official employment – Umowa o pracę contract

4 additional working days of vacation leave per full calendar year

3 days of internal sick leave without a doctor's note

Health and Life Insurance

Employee Capital Plan (PPK)

Multisport card compensation

Coverage of professional training sessions, meetups, etc.

English-speaking club with native speakers

Polish language classes

Internet and Glasses reimbursement

Cosy office in Krakow city centre (Długa, 72) with beverages, fruit, and cookies

Winter and summer parties, events, team-buildings

We kindly ask you not to provide us with any sensitive categories of personal data when applying for a job with us. When applying for the vacancy, Keepit will process your personal data, and therefore we recommend that you also read our privacy policy, which describes our processing of personal data and your rights as a data subject.

If you notice any misconduct or irregularities that fall within the scope of our whistleblowing procedure, please click here to report them.

Department

Customer Service and Success

Role

L1 Customer Support Engineer

Locations

Kraków

Remote status

Hybrid

Employment type

Full-time

Kraków

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Contact Khrystyna Kulyk Talent Acquisition Specialist – People and Culture

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