Customer Support Technician

🔥 0 minutes ago

🇵🇱 Poland – Remote

💵 zł110k - zł125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Optro

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

☁️ SaaS

📋 Compliance

🤖 Artificial Intelligence

SaaS • Compliance • Artificial Intelligence

Optro is an enterprise software company (formerly AuditBoard) that provides an AI-powered Governance, Risk, and Compliance (GRC) platform for large organizations. Its cloud-based system connects audits, controls, risk assessments, third-party risk, and compliance frameworks into a unified operational model that continuously monitors evidence, surfaces control failures, and automates assurance workflows. Optro targets enterprises and regulated organizations seeking to scale risk programs, improve visibility and compliance, and leverage domain-trained AI to move from reactive oversight to proactive risk management.

📋 Description

• Respond to client product functionality questions and provide technical troubleshooting via email, live chat, and scheduled live video sessions • Learn the Optro platform and provide guidance on product features and functionality • Collaborate with engineering and product teams to escalate issues and provide client feedback • Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key client issues • Identify trends in client feedback and recommend changes to improve the user experience

🎯 Requirements

• C1 / Advanced-High English proficiency (MUST) • Physical residence in Poland, specifically Warsaw or Krakow (MUST) • 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST) • Ability to work 9 AM – 6 PM PT shift (MUST) • Proven track record of diagnosing and resolving technical issues with empathy and patience • Ability to explain complex technical concepts clearly in writing and on calls • Experience in a Tier 1 or similar support role, preferably for a SaaS or technology product • Natural self-starter able to analyze and troubleshoot problems quickly • Excellent interpersonal, verbal, and written communication skills • Ability to own cross-functional relationships with internal teams to drive issue resolution • Bachelor's degree or commensurate combination of education and experience • Familiarity with helpdesk ticketing systems; Zendesk experience is a plus • C1 or Advanced French proficiency is a plus • Background checks are required • Candidates must be legally authorized to work in Poland • Fluent, professional technical support delivery in both German and English is stated in the application form

🏖️ Benefits

• Monthly work from home allowance - varies by location • Benefits depend on location but include statutory coverage • Competitive compensation & bonus program • Annual leave and holidays • Employee resource groups • Opportunities for team and company-wide get-togethers