Level 1 Support Engineer

Location: Warsaw, Poland

Company

hirify.global provides a unified commerce platform, payment capabilities, and services for retailers and restaurants across more than 35 countries.

What you will do

• Act as the first point of contact and own customer incidents and service requests through resolution or escalation.
• Perform Level 1 troubleshooting for retail and self-checkout devices, payment services, cloud and web services, and operating systems.
• Use remote access tools and knowledge base articles to investigate and resolve known issues.
• Provide technical support through phone, email, and chat while keeping customers informed of progress and outcomes.
• Document incidents, troubleshooting steps, and resolutions accurately in the ITSM system.
• Escalate unresolved incidents to Level 2 or Level 3 teams and retain ownership through handover and follow-up.

Requirements

• High school diploma or equivalent.
• Strong written and verbal communication skills in English.
• Basic technical knowledge and experience with Windows operating systems.
• Ability to work in a structured, process-driven service desk environment.
• Strong organisation skills, attention to detail, customer focus, and ownership.
• Ability to follow defined processes, learn new technologies, and collaborate with support teams.

Nice to have

• Experience with Linux environments.
• Experience supporting hardware and software in a service desk or customer support role.
• French or German language skills.

Culture & Benefits

• Full training is provided.
• Structured career progression from Level 1 to Level 2 and Level 3 support.
• Opportunities for horizontal movement into business and operational support roles.
• Participation in coaching, feedback, knowledge sharing, and service improvement initiatives.
• Employment is conditional upon successfully passing applicable screening criteria.