Technical Support Specialist

Optro

. Respond to client product-functionality questions .

Posted 10/12/2026full-timeRemote • PolandMid-LevelSenior💰 PLN 110,000 - PLN 125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SaaS Customer Support with a strong ability to diagnose and resolve technical issues while providing exceptional communication in both German and English. Proficient in using helpdesk ticketing systems and collaborating with cross-functional teams to enhance user experience.

Highest-signal resume keywords

SaaS Customer Support ExperienceTechnical TroubleshootingC1 German ProficiencyC1 English ProficiencyHelpdesk Ticketing Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue DiagnosisProduct Functionality GuidanceClient Feedback AnalysisAI Tools UtilizationZendesk Familiarity

Soft Skills

EmpathyPatienceClear CommunicationCuriosityAdaptability

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Client SupportUser Experience ImprovementCross-Functional CollaborationHelpdesk SystemsAccounting Knowledge

About the role

Key responsibilities & impact

Respond to client product-functionality questions
Provide technical troubleshooting through email, live chat, and scheduled live video sessions
Learn the Optro platform deeply and provide clear 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

Requirements

What you’ll need

Physical residence in Poland, specifically Warsaw or Krakow preferred/targeted
C1 / Advanced-High German and English proficiency (must)
3+ years SaaS / Tech Tier 1 Customer Support experience (must)
Ability to work 9 AM – 6 PM BST shift (must)
Proven ability to diagnose and resolve technical issues with empathy and patience
Ability to explain complex technical concepts clearly in writing and on calls
Curiosity, passion for technology, and ability to adapt to new challenges
Excellent interpersonal, verbal, and written communication skills
Ability to own cross-functional relationships with internal teams to drive customer issue resolution
Bachelor's degree or commensurate combination of education and experience
Background check required
Familiarity with helpdesk ticketing systems; Zendesk experience is a plus
Accounting and audit knowledge is a plus
C1 or Advanced French proficiency is a plus

Benefits

Comp & perks

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
Launch a career at one of the fastest-growing SaaS companies in North America and EMEA