Support Engineer

At LeverX, we have had the privilege of delivering over 1,500+ projects. With 20+ years in the market, our team of 2,200+ is strong, reliable, and always evolving: learning, growing, and striving for excellence.

We are looking for a Support Engineer to join us. Let’s see if we are a good fit for each other!

Project:

This is an opportunity to join a small support pod working closely with an internal team on a mature SaaS platform. The role suits specialists who enjoy investigating non-routine product behavior, communicating clearly with customers across written and voice channels, and working hands-on with modern AI tooling in their daily work.

The team is collaborative and knowledge-driven. This is a strong fit for candidates who want to start or continue their IT journey and grow into an L2 Support Engineer or Support Team Lead.

Schedule and coverage details will be confirmed with the selected candidates.

what we offer:

• Projects in different domains: Healthcare, manufacturing, e-commerce, fintech, etc.
• Projects for every taste: Startup products, enterprise solutions, research & development projects, and projects at the crossroads of SAP and the latest web technologies.
• Global clients based in Europe and the US, including Fortune 500 companies.
• Employment security: We hire for our team, not just for a specific project. If your project ends, we will find you a new one.
• Healthy team atmosphere: On average, our employees stay in the company for 4+ years.
• Market-based compensation and regular performance reviews.
• Internal expert communities and courses.
• Perks to support your growth and well-being.

Required skills:

• Strong written and verbal business communication skills; comfortable handling both email tickets and phone support.
• Ability to investigate product behavior, configurations, and non-standard scenarios.
• Customer-focused mindset with a practical approach to problem-solving.
• Ability to prioritize tasks independently and work in a result-driven way.
• Understanding of when to resolve an issue independently and when to escalate it further.
• Ability to meet the SLA (service level agreement), follow documented procedures, and keep transparent communication with both customers and escalating managers.
• English B2+.

nice-to-have skills:

• Previous experience in technical support or customer-facing positions.
• Interest in developing into L2 support role.
• Familiarity with analytics, survey tools, or other data-driven platforms.
• Experience working in a non-scripted, expertise-based support environment.
• Interest in AI tools implementation and usage.

Responsibilities:

• Support customers using a SaaS product across email and phone channels; help resolve complex product-related issues.
• Investigate product behavior, settings, and edge cases to identify effective solutions.
• Keep internal documentation and knowledge base articles up-to-date; contribute new entries based on resolved cases and recurring patterns.
• Communicate clearly and professionally with customers across written and voice channels.
• Escalate issues to the L3 team when needed, providing clear and complete context.
• Collaborate with teammates and internal stakeholders to improve support quality.
• Ready to cover rotating shifts and on-call shifts.
• Work alongside AI tooling for ticket classification, first-response drafting, and knowledge retrieval; provide feedback that improves these workflows over time.