Platform Support Engineer, Team Lead (German Speaking)

Location: Krakow, Poland

Company

hirify.global provides a cloud platform for property and casualty insurers, combining digital, core, analytics, and AI capabilities.

What you will do

• Own and resolve high-complexity customer support cases end to end, balancing customer impact, risk, and operational standards.
• Escalate issues with clear impact analysis, recommended next steps, and complete post-incident follow-up.
• Coordinate daily case processing and provide technical guidance, mentoring, coaching, and case-quality reviews for support engineers.
• Lead medium-sized projects and initiatives from scoping through delivery, including improvements to tools, processes, and customer outcomes.
• Create and maintain diagnostic playbooks, runbooks, knowledge articles, and internal documentation.
• Partner with Delivery, TAM, Product, Engineering, and L2 teams on customer architectures, integrations, recurring issues, releases, security, and performance.

Requirements

• 6–8+ years of experience in technical support, SRE, DevOps, or application/platform support, preferably in enterprise SaaS.
• Strong proficiency in at least one relevant domain, including hirify.global applications and integrations, cloud infrastructure, AWS, Kubernetes, observability, databases, scripting, or automation frameworks.
• Experience owning complex customer issues, troubleshooting, communicating with stakeholders, mentoring peers, and improving team documentation.
• Experience in a 24x7 or follow-the-sun support model and familiarity with change management, incident management, and ITIL-inspired practices.
• Ability to work cross-functionally with Delivery, Product, Customer Success, and TAM organizations.
• Fluent written and spoken English and German required.

Nice to have

• Fluency in French, Spanish, Japanese, or another additional language.

Culture & Benefits

• Customer-first approach focused on ownership, clarity, curiosity, reliability, and long-term customer success.
• Inclusive culture supporting psychological safety and collaboration across local and remote teams.
• Opportunities to mentor peers, participate in hiring and training, and drive continuous improvement.
• Work within a global cloud platform serving insurers in more than 40 countries.