Technical Support Engineer (SaaS / API / Networking) in Poland

About the Role
This position follows a fixed Wednesday—Sunday schedule.

We are looking for an experienced Technical Support Engineer to join a global technology company operating in the SaaS and fintech space.
In this role, you will work with complex technical systems, troubleshoot challenging issues, and support customers throughout their integration journey. You will collaborate closely with engineering, integration, and customer-facing teams to investigate technical problems, identify root causes, and deliver effective solutions.
This position is ideal for someone with strong networking fundamentals, hands-on debugging experience, and the ability to independently investigate complex technical issues.

Key Responsibilities:

Take full ownership of customer-reported technical issues, from initial investigation through resolution, workaround, or escalation.
Troubleshoot complex issues using tools such as cURL, Postman, and system logs.
Trace requests across multiple systems and infrastructure components to identify root causes.
Independently diagnose networking issues involving DNS, TCP/IP, routing, connectivity, timeouts, connection resets, and TLS/SSL handshakes.
Investigate application behavior, analyze code, and collaborate with engineering teams to resolve product-related issues.
Support customer integrations from initial setup through successful go-live.
Act as the primary technical point of contact for customer engineering teams during integrations.
Collaborate with internal engineering, integration, and account management teams to address customer requirements.
Create and maintain technical documentation, troubleshooting guides, and internal runbooks.
Prepare and deliver technical training sessions for customers.
Ensure timely issue resolution while meeting established SLA and customer satisfaction targets.

Requirements:

5+ years of experience as a Technical Support Engineer or in a similar technical support role.
Hands-on experience supporting SaaS products.
Strong software troubleshooting and root-cause analysis skills.
Solid knowledge of Linux, HTTP, REST APIs, and proxies.
Practical experience independently debugging network-related issues, including DNS, TCP/IP, routing, connectivity, and TLS/SSL.
Ability to read, understand, and debug code in Python, Go, Java, or a similar programming language.
Experience working with API testing and troubleshooting tools such as Postman and cURL.
Ability to investigate complex technical problems independently and clearly communicate findings.
English B2+, both written and spoken, with the ability to communicate technical information to customers and internal stakeholders.
Strong communication, problem-solving, collaboration, and stakeholder management skills.

Nice to Have:

Experience with Docker and AWS.
Knowledge of payment processing, tokenization, cryptography, or security-related technologies.
Experience supporting API-driven platforms or complex third-party integrations.
Familiarity with fintech or payment infrastructure.

Benefits:

A competitive salary and flexible compensation package
Professional development tools (mentorship program, tech talks and trainings)
Medical insurance
Free corporate English classes and speaking clubs with a native speaker