Global Support Engineer

Company Description Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night. Built on the Shiji Platform - the only truly global hotel technology platform

• Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains. The best hotels run on Shiji - day and night.

Your role

To support our Global Operations, we are looking for a skilled and proactive Global Support Engineer to join the Global Development Support Team. This role focuses on providing high-quality technical support, investigating complex issues, collaborating closely with regional support and development teams, and ensuring clear communication and timely resolution of escalated cases.

Additional information Work in a 3-shift model: 6–14, 14–22, and 22–6 on weekdays. On weekends, work is scheduled in 12-hour shifts: 6–18 or 18–6. Morning shifts require working from the office that's why we are looking for candidates based in the Silesia region (office in Katowice). Fully remote work is not an option, and unfortunately, applications from more distant locations will not be considered in the recruitment process.

Your role

To support our Global Operations, we are looking for a skilled and proactive Global Support Engineer to join the Global Development Support Team. This role focuses on providing high-quality technical support, investigating complex issues, collaborating closely with regional support and development teams, and ensuring clear communication and timely resolution of escalated cases.

What you will do

Investigate and resolve complex technical issues escalated from regional support teams. Perform in-depth analysis of incidents and system behavior to identify root causes. Provide clear, timely, and structured updates to stakeholders throughout the ticket lifecycle. Collaborate closely with Development, Infrastructure, and Escalation teams on critical or high-impact cases.

Ensure tickets are handled according to defined processes, quality standards, and SLAs. Maintain accurate documentation, comments, and knowledge base contributions where applicable. Actively participate in incident management, post-incident analysis, and continuous improvement activities.

Requirements

What are we looking for

• Experience in technical support, back-office, or application support within a software- driven or global environment.
• Strong analytical and problem-solving skills, with the ability to investigate complex technical issues.
• Good understanding of system integrations, data flows, and troubleshooting methodologies.
• Clear and professional communication skills, both written and verbal.
• Ability to work independently, prioritize tasks, and manage multiple tickets in parallel.
• Strong sense of ownership and accountability for assigned issues.
• Willingness to continuously develop technical skills and product knowledge. What are we looking for Experience in technical support, back-office, or application support within a software- driven or global environment. Strong analytical and problem-solving skills, with the ability to investigate complex technical issues. Good understanding of system integrations, data flows, and troubleshooting methodologies. Clear and professional communication skills, both written and verbal. Ability to work independently, prioritize tasks, and manage multiple tickets in parallel. Strong sense of ownership and accountability for assigned issues. Willingness to continuously develop technical skills and product knowledge. Ability to adapt quickly to new technologies, products, and procedures Ability to work and thrive in a multi-tasked and fast-paced environment. Be professional, have a positive “get it done” attitude and a strong work ethic Must be fluent in English Benefits Basics Flexible working hours Subsidy for the purchase of glasses (300 PLN/year) Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served) Health & Safety Private medical care with dentists package for you and your family Group life insurance for you and your partner Multisport card as part of the Worksmile package Working conditions & Development Dell laptop, keyboard, mouse, wireless headphones and monitor 40h for development during work time Free access to group language lessons In-house workshops, training sessions or meet-ups Access to platforms like: Open. Up, Pluralsight and Good. Habitz Extras you may like Worksmile cafeteria and 500 points per month to be used in vouchers Referral bonus if new employee is referred Chill room with table football & Play. Station Free snacks (every day) Team building events