2nd Level 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 issues

What 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 solver

Bonus 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