L2 Technical Customer Support (Kraków)

As our 2nd Line Support Specialist at Beekeeper you will be responsible for the smooth handling of customer support queries (mainly technical, level 2), that are currently largely handled by our customer success and development teams.You will be responsible for handling, prioritising and resolving these queries within the SLAs, whilst maintaining or even improving the high levels of customer satisfaction we currently enjoy.Your Responsibilities    Develop deep knowledge of Beekeeper product    Diagnose and troubleshoot technical issues, including account setup and network configuration    Collaborate with Customer Support team members to properly manage customer inquiries and escalate to appropriate internal teams if necessary    Research and document customer technical issuesWhat we look for in you    3-5 years of experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role, with a strong customer interaction experience    Good understanding of computer systems, mobile devices and other tech products    Hands-on experience with Windows/Linux/Mac OS    You are proficient in English as we speak mainly English at work    You are client and solution focused    You are someone who enjoys getting their hands dirty and is a pragmatic (technology) problem solverBonus Points    Technical support experience in an international software (SaaS, 10M+) company    BSc or MSc degree in Computer Science or related technical field    You have been part of a high-growth company before    You have worked within a mobile first technology environment with Python, Java, JavaScript, iOS and Android    Additional certification in Microsoft, Linux, Cisco or similar