Level 2 Support Engineer – Polish & English speaker

Description

The company is a global leader in unified commerce for shopping and dining. It combines a flexible, intelligent platform with end-to-end payments, built on deep industry experience, to help retailers and restaurants grow their operations, customer experiences and business results.

The company is headquartered in Atlanta, Georgia, is listed on the NYSE, and serves customers in more than 35 countries.

Position: Level 2 Support Engineer, requiring fluent Polish and English.

Responsibilities

• Give advanced technical support on incidents escalated from Level 1, covering software, hardware, networking and cloud systems
• Run in-depth troubleshooting and structured diagnostics to find the likely root cause
• Confirm that issues can be reproduced, isolate faulty components, and decide when engineering must get involved
• Use logs, telemetry, remote access tools and other technical artefacts to carry out thorough investigations
• Apply temporary workarounds when a permanent fix depends on engineering work
• Own escalated cases until they are resolved or formally handed to Level 3
• Keep customers and internal partners informed proactively throughout each investigation
• Work closely with Level 3, Engineering, DevOps and Product teams to reach efficient, high-quality outcomes
• Help Level 1 by guiding their investigation steps, sharing diagnostic methods and raising their first contact resolution rate
• Check customer satisfaction (CSAT) on every interaction, making sure your communication, ownership and professionalism are strong
• Step in during busy periods to cover Level 1 capacity gaps, which may include triage, quick validation and targeted Level 1 handling, to protect service levels
• Escalate only after a full Level 2 investigation and following the documented escalation paths
• Give Level 3 clear diagnostic summaries, reproduction steps, logs and recommended next actions
• Test fixes delivered by upstream teams before confirming closure with the customer
• Write detailed investigation notes, troubleshooting flows and technical documentation
• Create and update knowledge articles to build team capability and cut repeat incidents
• Spot recurring issues and systemic trends and feed them into Problem Management
• Tell Level 1 and training staff about knowledge or skill gaps you observe
• Take part in coaching and feedback sessions to keep improving service quality
• Join structured cross-training that follows your pod rotation
• Help improve diagnostic tools, automation, workflow efficiency and customer experience
• Contribute to special projects, beta programs and readiness work for new product launches
• Mentor less experienced Level 1 colleagues to strengthen the team

Requirements

• Required: high school diploma or equivalent
• Required: native or advanced Polish, written and spoken
• Required: advanced English, written and spoken
• Required: strong hands-on experience with Windows operating systems
• Required: at least 2 years in a technical service desk role
• Required: proven analytical and troubleshooting skills
• Required: ability to work in a structured, high-volume, process-driven support environment
• Required: strong organisation, discipline and attention to detail
• Desirable: experience with Linux environments
• Desirable: prior Level 2 or advanced service desk experience
• Desirable: exposure to payment systems, cloud services, retail hardware or store systems applications
• Desirable: additional languages, with French or German an advantage
• Strong customer focus, with high ownership and a sense of urgency
• Advanced analytical and investigative skills
• Ability to read diagnostic data, logs and system output
• Willingness to learn new technologies and rotate across product areas
• Professional, clear and confident communication
• Collaborative, team-oriented approach

Conditions

Office-based role

The Level 2 Support Engineer gives advanced technical support and deeper investigation within the retail applications support group. Working within a multitier model, Level 2 handles complex troubleshooting, root cause identification and technical validation across hardware, software, payment services, cloud solutions and store system applications.

You will rotate through defined product pods, which mirror the Level 1 model. This lets you build specialist knowledge first and then grow into full portfolio expertise. The rotation builds deep technical fluency across areas including, although not limited to, retail devices and peripherals, payment, cloud and web services, store systems applications, and Windows and Linux operating systems.

The role keeps incidents moving efficiently, delivers strong customer outcomes and high technical quality, and steadily reduces repeat issues.

Job offers are conditional on passing the screening criteria that apply to the role.