If you are an experienced Lead Application Support Engineer with substantial experience in leading teams responsible for the event monitoring and tech support process, ready to lead 20+ engineers, working in shifts to provide support and ensure operational continuity for the software that we develop for clients such as LPP (Sinsay, Reserved, Mohito), Jeronimo Martins (Hebe, Biedronka), Żabka (Żappka), Super-Pharm, Dior, Generali, Virgin and many others, take part in our quick and remote hiring process. Let’s talk!

This job is all about:

Leading the IT Support Team and minding its growth and development:

• organizing and scheduling shift-based work, defining scopes of responsibility, assigning tasks, team supervision,
• evaluating work, providing feedback and motivating the team,
• supporting the process of learning, drawing up development paths, conducting or organizing training sessions for the team,
• helping team members make the right decisions,
• recruiting new members of the team.

Developing and managing IT Support Projects:

• engaging in designing, developing, implementing, monitoring and improving effective solutions,
• gathering and analysing requirements, setting precise goals,
• assigning work and responsibilities among team members,
• drawing up project schedules and validating progress,
• supporting the process of finding solutions and resolving issues,
• controlling budgets.

Here’s what we’re looking for

Managerial skills and experience:

• managing teams of 20+ Support Engineers,
• organizing shift-based work timetables and managing IT Support or SRE teams,
• openness to working with people on different levels of organizational structures in different roles within the organization and beyond (client, software developer, business analyst, tester, project manager),
• justifying your perspective and the decisions you make in simple terms,
• presenting your solutions to audiences with different levels of technical acumen,
• sharing knowledge with less experienced colleagues,
• readiness to actively engage into hands-on work regardless of time of day and day of the week when necessary,
• evaluating candidates for IT support roles.

Technical skills and knowledge of:

• at least some basics of Python, ideally confirmed by previous experience in a software development role,
• SQL and database theory along with experience in working with PostgreSQL, MySQL, Redis, MongoDB,
• log analysis using text files and tools such as Kibana,
• HTTP communication with the use of Rest API,
• GIT/Gitlab
• monitoring tools, such as Zabbix, Grafana, Sentry, Firebase / Crashlytics, OpsGenie / PagerDuty,
• cloud platforms, including AWS, Azure, GCP,
• deployment tools such as Docker, Kubernetes,
• Jira, Confluence and Excel.

Knowledge of the ITIL4 library confirmed with a certificate, including:

• Service Level Management and Service Level Agreements,
• incident management,
• problem management,
• service requests management,
• release management.

Soft skills:

• openness to feedback as the starting point for improvement,
• ability to make educated decisions under pressure, bear consequences and correct course of action when necessary,
• can-do attitude, persistence in finding solutions to any issues that may arise,
• persistence, self-sufficiency, good communication skills.

Education and experience:

• university level technical or managerial degree,
• 5+ years of experience in managing teams of 15+ engineers,
• 2+ years of experience in carrying out SLA terms in IT.

Languages and location:

• Knowledge of Polish AND English in writing and in speaking at a professional level, including conducting meetings and creating technical documentation.
• We will only consider applications from candidates currently residing in and legally allowed to work in Poland.
• Travelling to our Warsaw office will be necessary once in a while.

…and here’s what we offer:

• A dynamic work environment where innovation and collaboration are valued,
• Access to cutting-edge projects and technologies in a variety of industries,
• A supportive community of experts to foster your professional growth and development,
• Competitive compensation, comprehensive benefits, and a focus on work-life balance,
• Opportunities for continuous learning and career advancement, including specialized training in big data technologies and GCP certifications,
• The ability to work fully remotely or check into one of our offices whenever you like, with some opportunity for international travel to visit client sites, costs covered,
• Fully paid private health insurance, subsidized sports membership, mental health support, and language courses.