Application Support Engineer – Wrocław (m/k)

About the Position

Application Support Engineer – Wrocław (m/k)

We are looking for an Application Support Engineer for our international software company in Wrocław, responsible for providing technical support for laboratory management platforms used by leading organizations in the pharmaceutical and life sciences industries worldwide.

This is a technical role at the intersection of IT and business - diagnosing application issues, analyzing data, and collaborating with developers.

In this role, you will be responsible for providing technical support for the laboratory management platform used by leading organizations in the pharmaceutical and life sciences industries worldwide. Your main task will be to diagnose and resolve issues reported by customers and to work with technical teams to ensure the stable operation of the platform. We are looking for someone who can approach problems analytically, take responsibility for resolving requests from start to finish, and can effectively communicate with international teams.

The platform developed by the company is used by the largest global biopharmaceutical companies, supporting their research processes and accelerating the discovery of new drugs. The company has been operating on the market since 1999 and employs over 150 specialists, mainly in the UK, USA, Israel, and Poland.

Working hours:

Work is conducted partly during hours adjusted to clients in the USA (Eastern Time - EST) and partly during standard working hours in Poland. Approximately 50% of the working time is spent collaborating with teams and clients in the USA time zone.

Responsibilities

• Handling customer requests within the 1st, 2nd, and 3rd line of support for the application platform.
• Analyzing and diagnosing issues reported by users, including analysis of application logs and database data.
• Reproducing errors and identifying the causes of problems (root-cause analysis).
• Implementing configuration changes, data corrections, and applying patches or corrective scripts.
• Managing tickets in the ticketing system in accordance with established SLAs.
• Collaborating with development teams to resolve more complex issues.
• Maintaining professional relationships with customers and clear communication with technical and business stakeholders.
• Collaborating with international support teams and developing and updating the knowledge base and technical documentation.

Requirements

• Higher education in computer science, information technology, or natural sciences (or equivalent experience).
• Experience in application/technical support or software operations.
• Understanding of database concepts.
• Ability to analytically solve problems and diagnose application errors (logs, stack trace, documentation).
• Knowledge of web application architecture (API, backend, browser interfaces).
• Very good knowledge of English, both spoken and written.

Nice to Have

• Ruby on Rails and debugging tools.
• Experience with SaaS Git and CI/CD processes.
• Enterprise ticketing systems.

We Offer

• Stable and long-term employment in a modern technology company operating on the international market.
• Employment under an employment contract or B2B agreement (in the case of B2B, 25 days of paid leave).
• Working on a globally developed platform used by the largest biopharmaceutical companies.
• Regular internal training and real opportunities for professional development and advancement within the support team.
• Hybrid work model and collaboration in an international environment.
• Benefits package (including Multisport card).

About the Company

Our company is an international software company specializing in creating software for the life sciences industry. We have been operating on the market since 1999 and employ over 150 specialists, mainly in the UK, USA, Israel, and Poland. Our platform is used by the largest global biopharmaceutical companies, supporting their research processes and accelerating the discovery of new drugs.