Senior Support Engineer

Summary

Join Nitrogen as a Senior Support Engineer and work remotely from Poland! You will troubleshoot and resolve escalated technical issues, investigate data-related problems, monitor data import processes, and develop internal support tools. This role requires 3+ years of experience in technical support, proficiency with SQL and programming languages (Python, JavaScript, Go, PHP), and familiarity with AWS and SaaS monitoring tools. Enjoy benefits such as full remote work, private healthcare, a sport card, frequent team events, a benefits cafeteria, and English language courses.

Requirements

• 3+ years of experience in a technical support or similar engineering role
• Proficiency with AI tools to boost efficiency and quality, OR a strong willingness to adopt and learn AI-driven solutions
• Strong SQL expertise and hands-on experience with databases
• Programming knowledge in one or more of the following: Python, JavaScript, Go (Golang), PHP
• Experience creating scripts for automation or troubleshooting tasks
• Familiarity with AWS services, especially in the context of SaaS applications
• Experience with SaaS monitoring tools like Datadog, New Relic, Grafana, or Prometheus
• Solid understanding of modern tech stacks , including Linux, Git, REST APIs, Postman, Docker, and Kubernetes
• Knowledge of IT best practices
• Documentation and knowledge management
• Secure solution deployment

Responsibilities

• Troubleshoot and resolve escalated technical issues and service requests, ensuring timely resolution within defined SLAs
• Investigate data-related issues involving investor accounts or market securities; resolve root causes or escalate appropriately
• Monitor data import processes and take necessary actions to ensure successful completion
• Develop and maintain internal tools to support operational workflows and accelerate incident resolution
• Deliver bug fixes and implement code enhancements to improve system reliability and performance
• Analyze incidents and recurring problems, identify trends, and recommend long-term solutions to prevent future issues
• Document resolutions and processes, and actively share knowledge with the team to promote learning and operational excellence
• Communicate proactively with stakeholders, providing regular updates and maintaining end-to-end ownership of issue resolution

Preferred Qualifications

• ITIL certification
• Strong problem-solving and analytical skills , with the ability to tackle complex technical challenges effectively
• Collaborative mindset , with experience working closely across cross-functional teams and fostering a culture of openness and positivity
• Customer-first approach , delivering an exceptional support experience through ownership, responsiveness, and deep technical expertise
• Excellent communication skills , capable of explaining complex issues clearly to both technical and non-technical stakeholders

Benefits

• Full remote work with access to the nice office in Wroclaw city center (unlimited coffee, snacks, lemonade, and table tennis)
• Private healthcare (Luxmed)
• Sportcard (Medicover sport)
• Frequent integration events on team and company level
• Benefits cafeteria - Worksmile
• English language course, Grammarly access