About the role

 In this role, you will handle partner and customer tickets, collaborating closely with Engineering, QA, and Product to resolve complex issues. You’ll investigate problems through log analysis, lead troubleshooting sessions, and provide timely responses in line with SLAs.

You will:

• 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

About you

Must-haves:

• Minimum 2 years of experience as an L2 Customer Service Engineer 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

Nice-to-haves:

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

About us

Our platform provides customers with an immutable, historical archive of their data in systems such as Microsoft 365, Google Workspace, Salesforce, Entra ID, Dynamics 365, and Zendesk.

We protect our customers against everything, ranging from ransomware to simple accidents.

The majority of our back-end components are written in clean, modern C++ using mainly purpose-built components. Components responsible for business processes and data mining are built using Common Lisp. Everything runs on Linux.

We pride ourselves on backing up billions of objects over foreign APIs using imperfect networks on systems with finite memory and making it all happen in a performant, reliable, and predictable way.

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.