Customer Support Technician

• Respond to client product functionality questions and provide technical troubleshooting via email, live chat, and scheduled live video sessions
• Learn the Optro platform and provide guidance on product features and functionality
• Collaborate with engineering and product teams to escalate issues and provide client feedback
• Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key client issues
• Identify trends in client feedback and recommend changes to improve the user experience

• C1 / Advanced-High English proficiency (MUST)
• Physical residence in Poland, specifically Warsaw or Krakow (MUST)
• 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
• Ability to work 9 AM – 6 PM PT shift (MUST)
• Proven track record of diagnosing and resolving technical issues with empathy and patience
• Ability to explain complex technical concepts clearly in writing and on calls
• Experience in a Tier 1 or similar support role, preferably for a SaaS or technology product
• Natural self-starter able to analyze and troubleshoot problems quickly
• Excellent interpersonal, verbal, and written communication skills
• Ability to own cross-functional relationships with internal teams to drive issue resolution
• Bachelor's degree or commensurate combination of education and experience
• Familiarity with helpdesk ticketing systems; Zendesk experience is a plus
• C1 or Advanced French proficiency is a plus
• Background checks are required
• Candidates must be legally authorized to work in Poland
• Fluent, professional technical support delivery in both German and English is stated in the application form

• Monthly work from home allowance - varies by location
• Benefits depend on location but include statutory coverage
• Competitive compensation & bonus program
• Annual leave and holidays
• Employee resource groups
• Opportunities for team and company-wide get-togethers