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, Azure AD 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!

Central tasks:

• Handle partner and customer tickets in an efficient manner and collaborate closely with internal teams, primarily Engineering, QA, and Product ones, to resolve complex issues
• Conduct thorough issue investigation and log analysis
• Hold troubleshooting sessions with customers and/or partners
• Provide timely responses to clients keeping SLAs in mind
• Follow the established Support procedures
• Investigate, test, and continuously enhance knowledge about supported cloud services and Keepit updates
• Document findings made by Devs and QAs during the investigation process
• Mentor newcomers to the team

Required skills:

• Minimum 2 years of experience as an L2 Customer Service Specialist working with Enterprise customers in software and/or SaaS environments
• Practical experience with Microsoft 365 is highly desired
• Ability to function effectively as the Lead in escalated cases working directly with customers and coordinating internal efforts to address customer issues
• Proven ability to diagnose and solve complex technical issues
• Advanced level of English

Bonus skills:

• Practical experience with Azure AD, Salesforce, Google Workplace, Dynamics 365, and Azure DevOps

A fair and transparent recruitment process

During the recruitment process, you can expect the following stages:

Recruitment interview, CV screening, Technical interview, and Technical assignment.

You will be assessed according to the criteria below:  

1. Communication & language: Being able to speak, write, and collaborate fluently in English is essential for this role.
2. Tech Savvy: Being tech-savvy and having some knowledge about cloud platforms (Microsoft 365, Azure AD, Salesforce, Google Workplace, Dynamics 365, Power BI, Azure DevOps, Zendesk) is an advantage for this position.
3. Technical Support: Being excellent at helping and guiding customers to solve issues they encounter is essential for this role. This requires that you are professional in explaining technical matters in a simple way and that you are great at building a good rapport with customers.
4. Collaboration: Facilitating and maintaining great collaboration on virtual platforms is vital for this role.

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.