L2 Support Engineer (Polish & English)

Location: Warsaw, Poland; office-based role

Company

hirify.global provides unified commerce, payment, and technology solutions for retailers and restaurants in more than 35 countries.

What you will do

• Investigate escalated Level 2 incidents involving software, hardware, networking, cloud systems, payment services, and store applications.
• Use logs, telemetry, remote access tools, and technical artifacts to diagnose issues, isolate components, and identify root causes.
• Own cases through resolution or formal handover to Level 3, providing workarounds and validating upstream fixes.
• Collaborate with Level 1, Level 3, Engineering, DevOps, and Product teams to improve customer outcomes and first-contact resolution.
• Create troubleshooting flows, investigation notes, and knowledge articles while identifying recurring issues and systemic trends.
• Participate in pod rotation, cross-training, tooling and workflow improvements, beta programs, and mentoring of less experienced colleagues.

Requirements

• High school diploma or equivalent.
• Native or advanced Polish communication in written and spoken form.
• Advanced English communication skills in written and spoken form.
• Strong technical experience with Windows operating systems.
• At least two years of experience in a technical service desk role.
• Analytical troubleshooting ability and readiness to work in a structured, high-volume, process-driven environment.

Nice to have

• Experience with Linux environments.
• Prior Level 2 or advanced service desk experience.
• Exposure to payment systems, cloud services, retail hardware, or store systems applications.
• French or German language skills.

Culture & Benefits

• Structured, collaborative, customer-first support model.
• Product pod rotation and cross-training for broader technical expertise.
• Coaching, feedback, and continuous development activities.
• Opportunities to contribute to automation, diagnostic tooling, workflow efficiency, and customer experience initiatives.
• Inclusive workplace focused on equal opportunity, respect, and performance-based development.