Senior Support Engineer
Remote – Poland /
At Zowie, we believe that buying online should feel like walking into your favorite local shop: personal, friendly, and easy. Our mission is to recreate offline shopping experiences online - but better. Zowie brings speed and empathy to customer interactions. Our platform automates responses to repetitive questions around return policy, order status, etc. and saves time for customer service agents, who can then proactively turn website visitors into paying customers. It can work as an add-on with existing tools (Zendesk, Shopify, Gorgias, etc.) or become a standalone customer service platform.
🚀 Growing fast. We plan on keeping the Team growing! You’ll have a lot of autonomy and impact as we grow.
🏈 Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.
🧑💻 Remote-first and hours are flexible. We allow everyone to figure out the best ways to collaborate with their team. It’s about delivering, not about reporting hours. Those in Poland can work from our offices in Krakow and Warsaw.
We strive to be:
💪 Ambitious and innovative. We don’t settle on existing solutions and keep looking for better ways to tackle challenges.
👻 Bold and free-thinking. We trust our employees to find the best solutions.
🤸♀️ Agile and high-performing. We work smarter, not harder. We use our OKRs to keep ourselves focused.
🤠 Unafraid of change. Zowie is growing quickly. We thrive in an ever-evolving environment.
What you'll do:
We have over 100 engaged customers, and we’re growing. We believe their success is our success, so we emphasize supporting them to maximize Zowie’s potential.
You’ll join a team of two Support Engineers and act as our most experienced technical expert. We want you to take ownership of our Support practices, mentor the team, and drive an excellent customer experience.
You'll have a chance to get your hands dirty with our customers' most complex issues. Responding with a personal touch and empathy, you'll: look into our logs, databases, and APIs; write scripts; and read our codebase - anything that'll help us understand the problem and come up with a solution.
Our Technical Support team handles cases that our more customer-facing functions aren’t able to resolve. This includes diverse problems like bugs in the code, integration issues, or statistics that don’t match. To solve them all, you’ll need to become an expert on our product, which consists of 100+ different services.
To sum it all up, this is a critical role for us. It’s really up to you and your manager (Michał Partyka, our VP of Engineering) to decide how you want to continue developing Technical Support @ Zowie.
Ideally, you'll bring with you:
- 2+ years of professional experience in technical support, ideally in a SaaS company
- Strong problem-solving skills and the willingness to dig deep to understand an issue fully
- Excellent customer-facing skills
- Impeccable written and verbal communication skills
- The ability to connect and interact with APIs
- Knowledge of SQL (and ideally MongoDB)
- Expertise in how web technologies work (Python, Java, Scala, etc.)
It will be awesome if you have:
- Previous experience in leading a Technical Support team, so you have the drive to build and implement a vision for excellent support!
We will offer you:
👉 Employee Stock Option Plan (ESOP). You’re a part of our company’s future success.
👉 Unlimited paid time off. We trust each other and don’t count days.
👉 Great company offsites. We spend time together in person to strengthen our team.
👉 Health benefits. We offer a competitive health insurance package.