Middle/Senior Technical Support Engineer (Ukraine)

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

YOUR CLIENT

Our client is looking for a Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. As a Senior TSE, you’ll be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.

YOUR TASKS

Responding to complex inbound Technical service requests over the phone and email per day directly with customers
Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure
Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests
Create and maintain internal runbooks, FAQs, and technical documentation
Lead incident response or participate in on-call rotation for critical issues
Identify support trends and partner with Product & Engineering on long-term solutions
Accurately and efficiently log all issues and status updates in our internal tracking system
Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success
Supporting multiple cloud and hardware solutions
Contributing to the development of service desk processes and procedures
Interacts closely with various departments and vendors to provide timely resolution on issues
Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform
Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams

YOUR PROFILE

4+ years in technical support, solutions engineering, or a similar customer-facing technical role
Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
Strong understanding of web technologies, integrations, or system architecture
Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
Excellent analytical and problem-solving skills with a customer-first mindset
Ability to prioritize user requests effectively and manage user expectations
Ability to balance attention to detail with expeditious execution in a fast-paced environment working
Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL 
Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP 
Basic understanding or experience working on Linux environments   
General understanding of technologies on Apis webservice: JSON, REST, OAuth,..  
Flexibility to work some weekends and later hours to help support a 24x7 business
Good verbal and written professional communication, fluent in English
Readiness to participate in a 1-2 day business trip to Poland for onboarding

Nice To Have

ITIL certification  
Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP  
Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL  
Exposure to virtualization and orchestration technologies such as Docker and Kubernetes  
Experience with JIRA and Confluence

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Middle/Senior Technical Support Engineer (Ukraine)

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