Junior Technical Support Specialist

We are looking for a Junior Technical Support Engineer with a strong "investigative" mindset. This role sits perfectly between basic support and core engineering, ideal for someone who enjoys diving into logs to solve technical puzzles and can translate complex failures into clear business terms.

You will join a project supporting a global, next-generation business messaging ecosystem, ensuring seamless communication for millions of users and interacting with major global mobile brands.

❗️❗️❗️ IMPORTANT: This position is strictly based in Gdańsk only and we are looking for candidates with immediate availability or maximum of 1 month notice period.

Responsibilities:

• Deep Triage & Investigation: Analyze system logs to understand why messages were not delivered. Your goal is to resolve ~90% of technical queries without involving L3 Engineering.

• Partner Communication: Respond to partner emails by summarizing technical log findings into clear, business-friendly language.

• Bug Reporting & Escalation: Identify bugs, submit detailed bug reports via our internal tracking system to the L3 team, or escalate vendor-related cases to 3rd party mobile hardware manufacturers.

• Incident Management: Ensure strict SLAs are met for high-priority incidents (e.g., P0 within 15 minutes) and manage temporary quota increases during traffic peaks.
  

Min requirements:

• Minimum 2 years of experience in Technical Support.

• Practical knowledge of REST APIs (e.g., using Postman for API testing).

• Ability to read and understand JSON structures and trace code (programming language agnostic) to follow messages from point A to point B.

• Exceptional written English: You must be able to effortlessly "translate" tech-speak for business users.

• Analytical & Ownership Mindset: Ability to ask intelligent questions to uncover root causes and a focus on resolution quality over raw ticket volume.
  

Would be a plus:

• Experience in mobile app or ecosystem support.

• Basic Java development experience or the ability to read/make simple code fixes.

• Experience in reproducing technical issues on physical mobile hardware.

• Reliability under pressure, especially when providing real-time support during high-traffic events.

We offer:

• Path to Engineering: A "Junior Developer-plus" roadmap where you will evolve to perform simple code changes and scripts (Note: this specific role does not transition into a pure Developer position).

• High Visibility: Work on a massive messaging platform and interact directly with major mobile OEMs and carriers.

• Autonomy: A high level of trust where you are empowered to be the expert who stops tickets from needing L3 intervention

• Opportunity to work on bleeding-edge projects

• Work with a highly motivated and dedicated team

• Competitive salary

• Flexible schedule

• Benefits package - medical insurance, sports

• Corporate social events

• Professional development opportunities

• Well-equipped office