Technical Support Engineer (L1/L2)

About Kontomatik

Account Information Service leading provider in Poland (💪), we offer services that support banks and other companies in making decisions based on users’ financial data. Our main products include:

• PSD2-based automatic financial data-gathering platform that connects to banks in Poland and across Europe via APIs;

• PDF parsing tool that extracts data from bank statements;

• A number of ML-based analytical services.

The idea behind it is quite simple - these tools can be used to assess whether a person is able to repay a loan or other financial obligations. We gather financial data and use Machine Learning models to label transactions and calculate a number of financial indicators. Of course, there are many other use cases, such as bookkeeping, expense tracking, and more.

About the job

As our Technical Support Engineer your main responsibility will be handling daily communication with our clients (B2B&B2C) and making sure our services work well.

We’re looking for someone who takes ownership of their work, can manage tasks independently, and follows through until things get done. You’ll need to balance daily support requests with ongoing responsibilities, know how to prioritize, and recognize when to ask for help.

Your daily tasks will include:

• communicating with clients via our ticketing system (integrated with our support mailbox), managing support cases from the first response through resolution;

• explaining to clients how our services work;

• initial analysis of reported bugs (checking logs and other BI tools);

• discussing the support cases with developers;

• constant monitoring of our API connections;

• testing current and new services;

• writing documentation and user guides;

• releasing installation packages to our clients, creating release notes;

• configuring services and managing technical accounts of our clients.

Our expectations:

• a sense of ownership and responsibility, with the ability to manage your workload, following through on tasks, keeping track of unfinished work and deadlines without constant supervision;

• strong prioritization skills, knowing the difference between priority and urgency, detecting when something is only seemingly important, divide and conquer approach

• some experience supporting clients, either internal or external;

• IT/tech savvy, basics in coding and scripting (e.g. Markdown, Bash, HTML, CSS, JavaScript);

• good communication and writing skills, including the ability to communicate progress, delays, and potential problems proactively;

• fluent Polish and advanced English;

• readiness to start work at 10am.

The job is remote, however you have to be a Polish resident and be ready to visit our Warsaw office once or twice yearly.

Nice to have:

• Java and Git knowledge;

• familiarity with SQL;

• software testing experience.

We offer:

• cooperation based on a B2B contract, including compensated breaks in service provision;

• a culture of autonomy, ownership, and continuous learning;

• competent and helpful colleagues (as we humbly describe ourselves);

• Agile (not Scrum) work methodology based on priorities;

• a strong technical-excellence mindset - we are pretty serious about this;

• private medical care and a Multisport subscription after a 3-month trial period;

• team integration events and an annual company retreat;

• perks in the office:

  • Herman Miller Embody chair – top-tier ergonomics;

  • electronic height-adjustable desk;

  • weekly fresh fruit deliveries and a stocked fridge with free sodas.

Working tools:

• MacBook (Windows is a no-no);

• YouTrack for ticket management;

• Google Workspace (including Gemini);

• Git (GitHub cloud), IntelliJ IDEA;

• Office 365 if Google tools are not enough;

• our technology stack involves mainly Java, Elixir and Python, with all apps deployed to Google Cloud.

Recruitment process:

• CV selection - to see whether your education and experience are compatible with our needs;

• phone call - selected candidates will receive a phone call, during which we will ask you some questions that are general/HR related and probably some regarding the merit of the field as well;

• full interview - if you did well during the phone call, we will organize a longer meeting where we will talk in depth about your knowledge, skills, experience, and answer any questions you might have as well;

• (optionally) recruitment task - depending on whether we want to explore further any of your skills in practice, we might ask you to do a job-related task at home;

• offer - assuming you've passed all the steps, we'll make you an offer to come work with us and discuss the details of your joining the team.

More about us: https://kontomatik.com/ and the technical aspects of our services:https://developer.kontomatik.com/

Tech stack

• Client Support
• Documentation writing
• Bug Analysis
• Service configuration
• HTML
• Git
• Metabase
• QA