Software Support Engineer in Katowice

Location: Fully Remote — Bangalore, India preferred; other eligible locations considered.

Working Hours: US or Oceania business hours, with flexibility to support the European team when required.

About Scaleflex

Scaleflex is an international B2B SaaS company helping mid-market and enterprise customers worldwide streamline digital content operations. Nasze rozwiązania w zakresie zarządzania zasobami cyfrowymi (DAM), optymalizacji mediów (DMO / Cloudimage) i sztucznej inteligencji wizualnej pomagają markom organizować zasoby cyfrowe, optymalizować obrazy i media oraz dostarczać treści wizualne na stronach internetowych, platformach e-commerce i kanałach cyfrowych.

With around 50 colleagues across Europe and Asia, we combine international ambition with the agility of a close-knit team. We value customer-centric thinking, technical curiosity, ownership, and open collaboration.

We are seeking a hands-on Software Support Engineer who can independently troubleshoot complex customer issues, communicate clearly, and contribute to reliable, scalable technical support.

Specific Responsibilities

• Own technical support tickets in Zendesk/Jira from investigation through resolution, providing timely, empathetic customer updates.
• Investigate REST API issues including authentication, HTTP status codes, JSON payloads, and rate limits.
• Monitor application and infrastructure health, assess incidents, and escalate customer-impacting issues promptly.
• Reproduce bugs, document evidence and steps to reproduce, and partner with QA and Engineering on root cause analysis.
• Handle live-chat technical questions from customers and prospects; route qualified commercial inquiries to Sales.
• Create knowledge base articles and troubleshooting guides to reduce recurring issues and improve self-service.
• Support Implementation teams with customer configurations and integrations; coordinate clear handovers across time zones.
• Identify recurring patterns and propose improvements to support processes, automation, and product reliability.

Shift & Availability Requirements

• Work a defined primary shift covering either US or Oceania business hours. For India-based hires, US coverage generally involves evening/night hours; Oceania coverage generally involves early mornings.
• Provide occasional flexibility for EU-time-zone training, meetings, urgent escalations, and handovers; schedule and frequency to be agreed in advance.

Requirements

• You are a customer-centric problem solver who enjoys understanding software deeply, taking ownership, and making technical topics accessible.
• You work autonomously in a remote, international team, prioritize effectively, and know when to escalate.
• Must-Have
• Hands-on experience in Technical Support, Software Support Engineering, Application Support, or Developer Support for SaaS, cloud, or web products.
• Strong analytical troubleshooting and root cause analysis skills, including customer-facing incident ownership.
• Working knowledge of REST APIs, HTTP/HTTPS, JSON, authentication, and API troubleshooting.
• Understanding of CDN, caching, or web performance concepts; basic coding or scripting ability to investigate integrations.
• Hands-on experience using AI tools to speed up troubleshooting, research, and customer communication.
• Clear written and verbal communication, customer empathy, and effective collaboration with QA and Engineering.
• Reliability and autonomy in remote work, including availability for the agreed US or Oceania shift and occasional EU overlap.
• A Computer Science degree or equivalent practical experience is welcome. Experience with PostgreSQL, ClickHouse, cloud monitoring, and technical documentation is advantageous.
• Languages: Fluent professional English, written and spoken. French, German, or Spanish is a plus, not a requirement.

What We Offer

• Fully remote work in an international B2B SaaS team, with ownership and direct cross-functional collaboration.
• Exposure to APIs, cloud infrastructure, media delivery, and AI-powered products, with opportunities to learn and improve support practices.
• A positive, multicultural environment that values initiative, teamwork, and practical problem-solving.
• 20 days of paid time off annually.
• Reimbursement of approved business travel expenses and opportunities to attend company off-sites.

Recruitment Process

• Intro call with our HR team: a conversation about your background, English communication, location, shift availability, and expectations.
• Practical case study assignment.
• Technical interview with our Software Support Engineering Team Lead.
• Final interview with our Chief Experience Officer (CXO).
• Reference checks (where applicable), followed by an offer and welcome to the team!

Why Join Us

At Scaleflex, your technical expertise and initiative can make a visible difference. You will solve meaningful customer challenges, collaborate directly with Product and Engineering, and help shape a stronger support experience for customers worldwide.