About the Role
Join our growing team as an Application Support Engineer, providing 1st–3rd line support for our laboratory management platform used by global pharmaceutical and life sciences organisations. You’ll troubleshoot complex issues, ensure timely resolutions, and act as a trusted technical contact for enterprise customers.
The role requires up to 50% overlap with US Eastern Time (EST); the rest during standard Polish business hours.
Key Responsibilities
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Investigate and resolve customer-reported issues, including root-cause analysis, log review, and applying patches or workarounds.
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Maintain accurate support records and manage cases within SLAs.
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Build strong customer relationships, understanding their environment and workflows.
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Collaborate with international teams (US, UK, Israel, Poland) and contribute to knowledge base updates.
Required Qualifications
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Degree in Computer Science, IT, Life Sciences, or equivalent experience.
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Experience in application/technical support or software operations.
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Analytical problem-solving skills; familiarity with web application architectures and log analysis.
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Fluent English for international collaboration.
Nice to Have
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Ruby on Rails experience.
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Knowledge of life sciences/lab workflows.
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Cloud SaaS platform experience, Git, or CI/CD knowledge.
What We Offer
- International team collaboration and flexible work arrangements.
- Competitive salary and stable employment in a growing company.
- Structured onboarding and ongoing professional development.
- Opportunity to work with a modern SaaS platform at the intersection of tech and life sciences.