Senior Support Engineer (Shift-Based incl. Evening/Night Rotations)

We are looking for aSenior Support Engineer to join our multi-client support delivery team. Supporting more than 20 clients across Europe and beyond — spanning Fintech, e-Commerce, Retail, Travel, and Technology domains — our team acts as a single point of contact for all user requests and queries related to supported applications and systems.

At this level, you are expected to be self-managed, technically advanced, and capable of coaching junior team members while independently driving incident resolution and process improvement.

Responsibilities

• Own and drive the end-to-end ticket lifecycle: registration, classification, triage, resolution, and escalation to higher support tiers when necessary, following ITIL/ITSM best practices
• Process and respond to alerts, emails, and phone calls, demonstrating ownership and personal accountability for resolution quality
• Perform advanced application health checks, proactive monitoring, and support activities
• Apply knowledge of on-premises, private/public cloud infrastructure to troubleshoot infrastructure-related incidents
• Participate in and lead technical bridges, phone conferences, and customer workshops independently (without supervision)
• Identify, escalate, and resolve gaps in the Knowledge Base; own and maintain KB content to ensure accuracy and completeness
• Contribute to and drive continuous improvement of ITIL/ITSM support processes; train team members on defined procedures
• Assist with reporting, ticket quality checks, and trend analysis to support proactive service improvements
• Act as a technical trainer, coach, and mentor for junior and mid-level support engineers
• Participate in support process reviews, internal team meetings, and continuous improvement initiatives
• Create and maintain high-quality technical and project documentation

Requirements

• 3+ years of hands-on experience in customer and/or technical support
• Advanced proficiency in primary technical skills (OS administration, databases, networking); Intermediate+ in supporting professional skills
• Experience in Service Monitoring
• Advanced knowledge of MS Windows and/or Linux administration
• Strong command of MS Office Suite
• Ability to perform complex database queries for diagnostic purposes
• Understanding of networking concepts (DNS, TCP/IP, VPN, etc.)
• Awareness and working knowledge of Cloud platforms (AWS, Azure, GCP)
• Experience with ITSM/ticketing tools (e.g., ServiceNow, Jira, Zendesk)
• Strong knowledge of ITIL processes and the ability to train others on them
• Ability to independently own a Knowledge Base and document solutions at high quality standards
• English: Fluent (B2+) — excellent verbal, written communication, and strong phone etiquette
• Problem Solving: Structured analytical approach to complex and non-standard incidents
• Responsibility & Reliability: Fully self-managed with high personal accountability
• Customer Focus: Ability to independently lead customer interactions and build trust
• Stress Resistance: High adaptability to changing conditions and non-standard work schedules
• Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)

Nice to have

• ITIL Foundation certification (or higher)
• Experience with scripting or automation for support tasks
• Business domain knowledge in Fintech, e-Commerce, Retail, or Travel
• Experience designing or implementing support processes