Oferta pracy

Technical Support Specialist - FinTech Mobile App


  • Lower Silesia

    Lower Silesia
  • offer expired a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular), senior specialist (Senior)
  • full office work, home office work, hybrid work
  • Immediate employment
  • More than one vacancy
    vacancies: 4
  • remote recruitment
  • запрошуємо працівників з України
  • Робота для іноземців
    без польської
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Your responsibilities

  • Handle the escalation cases in JIRA platform

  • Diagnose and troubleshoot technical issues of customers escalated to you by the frontline customer support team

  • Escalate unresolved issues to appropriate internal teams (e.g. software developers, operations, product owners)

  • Refer to internal database or external resources to provide accurate tech solutions

  • Incident management (monitor all critical service metrics and immediately react)

  • Ensure our external partners are fixing issues that impact customers

  • Prepare training materials for customer support agents

  • Decrease the level of basic escalations from frontline teams

  • Document technical knowledge in the form of notes and manuals

  • Optimize escalation processes to increase the quality and efficiency of operations

  • Prepare accurate and timely reports

Our requirements

  • Proven work experience as a Technical Support Specialist (second level support)

  • Familiarity with remote desktop applications and help desk software (eg. Jira, Intercom)

  • Previous experience supporting mobile applications (FinTech is a plus)

  • Basic level of SQL

  • Fluency in English

  • Being able to work 24/7 on a shifts basis (rotating shift) if business needs arise

  • Ability to work independently without precise supervision

  • Excellent track of diagnosing and troubleshooting technical issues

  • Ability to explain complex issues in an easy and understandable manner

  • Experience in creating training materials

  • Experience automating workflows and tasks is a plus

  • BS/MS degree in Information Technology, Computer Science or relevant field is a plus

What we offer

  • Competitive salary

  • Stock Options of the company (you can own part of the company)

  • LuxMed package

  • Multisport card

  • Work permit support for foreigners

  • Flexibility to work from home. You can work remotely, from the office, or in hybrid mode.

  • Truly international environment

  • A chance to join a fast-growing startup at the earliest stage

  • Career opportunities inside the company. Grow much faster than in any corporation!

About Us

Shares is a social investment platform that gives everyone access to the stock market and improves the investment experience by integrating a buzzing community of friends, peers and influencers.

Our team shows up to work every day to pour our brains, hearts and vision into a product that matters to us because we care about the people who use it. It’s a fresh, focused, inclusive and exciting work environment.

We welcome people from all backgrounds with great skills and vision to join our diverse, broadminded, international and non-hierarchical team.

Shares is backed by top tier consumer and fintech VCs and we are expanding fast across Europe. Remote and onsite positions are open now in our Paris, London, and Krakow offices.