Customer Success Engineer

Here's Xopero Software!! 👋🏻 We are a leading provider of backup and disaster recovery software. With over 16 years of experience on the market, we are growing dynamically, achieving 100% year-over-year growth. Our product portfolio includes Xopero ONE, Xopero Unified Protection, and GitProtect. We specialize in securing physical and virtual environments, SaaS services and DevOps tools (as one of the very few companies worldwide!). We are pioneers of cloud solutions - we were on the market even before anyone in Poland had heard of services such as Dropbox or Google Drive. Our products are used by Fortune 500 companies, including Orange, T-Mobile, AVIS, Quest Diagnostics, Zoop, and Diebold Nixdorf, among many others. With our solutions, businesses can protect their entire IT environment - from a single device to a complete IT infrastructure! 🚀 Join us as a Customer Success Engineer 😎 Your responsibilities: ➡ Own complex, high-impact, and enterprise-level customer cases end-to-end across written and live communication channels; ➡ Lead advanced troubleshooting across product, environment, and integration layers, including cross-functional coordination; ➡ Act as the highest support-level escalation point before engineering involvement; ➡ Communicate clearly, tactfully, and confidently with enterprise customers, including expectation management during complex investigations; ➡ Coordinate escalated cases through to resolution, ensuring continuity of ownership, follow-up, and customer visibility; ➡ Support complex onboarding, deployment, and post-purchase technical enablement when needed; ➡ Proactively identify risks, recurring issues, and customer-impacting problems through monitoring, case analysis, and direct engagement; ➡ Collaborate closely with engineering, product, account management, pre-sales, and enablement teams to resolve issues and improve outcomes; ➡ Contribute to knowledge base improvements, documentation, and customer-facing guidance; ➡ Mentor less experienced team members through troubleshooting support and knowledge sharing; ➡ Identify product gaps, recurring pain points, and improvement opportunities based on customer insights. Must have: ➡ min. 4+ years of experience in technical support, product support, customer support engineering, technical customer success or a similar role in a complex B2B environment; ➡ English proficiency at C1 level; ➡ Strong hands-on experience with the following platforms: GitHub, GitLab, Bitbucket, Azure DevOps, Jira, and Confluence; ➡ Advanced issue reproduction skills, including building test environments, configuring roles and permissions, creating representative test data and isolating root causes; ➡ Strong log analysis skills with the ability to distinguish symptoms from root causes; ➡ Experience troubleshooting APIs using tools like Postman (authentication, request/response analysis, integration validation); ➡ Working knowledge of authentication and authorization concepts (RBAC, SSO/SAML, token scopes, permissions inheritance); ➡ Experience supporting on-premise or hybrid environments (Windows/Linux basics, Docker, SSL/TLS, storage, and connectivity); ➡ Ability to lead high-quality escalations to engineering with complete technical context and clear documentation; ➡ Strong written technical communication skills (both customer-facing and internal); ➡ Experience with help desk or CRM tools such as Zoho Desk, HubSpot, or similar platforms; ➡ Strong ownership and ability to manage complex, long-running or cross-functional cases independently. Our values: - Think Big - We set ambitious goals and believe that anything is possible;- Take Ownership - Taking initiative and being proactive helps us grow; - Learn & Share - We like to share knowledge, which increases our productivity and spurs us to action; - Play Fair - We treat others the way we want to be treated ourselves. Our Offer Position: Customer Success Engineer Type of contract: Employment contract / B2B contract Salary: ➡ Employment contract: 9 000 - 12 500 PLN gross ➡ B2B: 53 - 74 PLN/h net + VAT  Working time: Full-time Core hours: 9:00-15:00 Working mode: remote / hybrid / on-site Headquarters: Gorzów Wielkopolski Our offices: ➡ Kraków ➡ Warszawa ➡ Gdynia ➡ Bielsko-Biała Language: English  Additionally, we offer: 💣 Real impact on the company's marketing strategy; 💣 All necessary tools and equipment; 💣 Welcome pack with nice surprises; 💣 26 days of paid suspension of services (B2B); 💣 10 days of inability to provide services (B2B); 💣 Training budget for your development; 💣 Free English lessons during working hours; 💣 Co-financing for the Multisport card (e.g., Multisport Light for 1 PLN); 💣 Private medical care Luxmed (e.g., Standard-Individual Package for 1 PLN); 💣 "Day for U" - an extra day off for health prevention; 💣 Menstrual leave; 💣 Co-financing for life insurance; 💣 Baby starter pack; 💣 Co-financing for eyeglasses; 💣 Employee Referral Program; 💣 Xoperosy - our unique gala where we select the best employees; 💣 Christmas party and Christmas gifts are our tradition; 💣 Team building trips; …so it would be great if the distance to us wasn't a problem 😎   Recruitment process • Interview with Recruiter (45 min) • Recruitment task • Meeting with Lead Customer Success Engineer - Luba (90 min)