Senior Support Engineer (Shift-Based incl. Evening/Night Rotations)

We are looking for a Senior Support Engineer to join our multi-client support delivery team. Supporting more than 20 clients across Europe and beyond — spanning Fintech, e-Commerce, Retail, Travel, and Technology domains — our team acts as a single point of contact for all user requests and queries related to supported applications and systems.

At this level, you are expected to be self-managed, technically advanced, and capable of coaching junior team members while independently driving incident resolution and process improvement.

Own and drive the end-to-end ticket lifecycle: registration, classification, triage, resolution, and escalation to higher support tiers when necessary, following ITIL/ITSM best practices Process and respond to alerts, emails, and phone calls, demonstrating ownership and personal accountability for resolution quality Perform advanced application health checks, proactive monitoring, and support activities Apply knowledge of on-premises, private/public cloud infrastructure to troubleshoot infrastructure-related incidents Participate in and lead technical bridges, phone conferences, and customer workshops independently (without supervision) Identify, escalate, and resolve gaps in the Knowledge Base; own and maintain KB content to ensure accuracy and completeness Contribute to and drive continuous improvement of ITIL/ITSM support processes; train team members on defined procedures Assist with reporting, ticket quality checks, and trend analysis to support proactive service improvements Act as a technical trainer, coach, and mentor for junior and mid-level support engineers Participate in support process reviews, internal team meetings, and continuous improvement initiatives Create and maintain high-quality technical and project documentation 3+ years of hands-on experience in customer and/or technical support Advanced proficiency in primary technical skills (OS administration, databases, networking); Intermediate+ in supporting professional skills Experience in Service Monitoring Advanced knowledge of MS Windows and/or Linux administration Strong command of MS Office Suite Ability to perform complex database queries for diagnostic purposes Understanding of networking concepts (DNS, TCP/IP, VPN, etc.) Awareness and working knowledge of Cloud platforms (AWS, Azure, GCP) Experience with ITSM/ticketing tools (e.g., ServiceNow, Jira, Zendesk) Strong knowledge of ITIL processes and the ability to train others on them Ability to independently own a Knowledge Base and document solutions at high quality standards English: Fluent (B2+) — excellent verbal, written communication, and strong phone etiquette Problem Solving: Structured analytical approach to complex and non-standard incidents Responsibility & Reliability: Fully self-managed with high personal accountability Customer Focus: Ability to independently lead customer interactions and build trust Stress Resistance: High adaptability to changing conditions and non-standard work schedules Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights) ITIL Foundation certification (or higher) Experience with scripting or automation for support tasks Business domain knowledge in Fintech, e-Commerce, Retail, or Travel Experience designing or implementing support processes