Support Engineer with Java in Constanţa

At Silent Eight, we develop our own AI-based products to combat financial crimes that enable things like money laundering, the financing of terrorism, and systemic corruption. We’re a leading RegTech firm working with large international financial institutions such as Standard Chartered Bank and HSBC. Join us and help make the world a safer place!   As  Support Engineer,  you will be part of a small but growing group of Support Engineers based in Poland and India. Your team will provide 24/7 exceptional customer service and drive continuous improvement for our customers as they utilize our white box machine learning technology to produce impactful and auditable outcomes at scale.   Key Duties:  Work in rotating shifts, including weekends and holidays Provide technical support and resolve product-related issues through various channels Troubleshoot software problems and collaborate with customers to find effective solutions Document and track customer interactions in a support ticketing system Analyze and prioritize customer issues based on severity, impact, and urgency Investigate and resolve customer-reported problems with the help of cross-functional teams Escalate complex or unresolved issues to appropriate internal teams Communicate with customers in a professional and timely manner Provide accurate instructions and guidance to assist customers independently Keep customers informed about the status of their support requests Maintain in-depth knowledge of products and contribute to support documentation Collaborate with internal teams to provide customer feedback and drive product improvements Stay updated on industry trends and best practices Identify opportunities for process improvements and contribute to knowledge sharing initiatives Participate in training programs and mentor junior team members. Qualifications:  5 + years of technical experience and minimum 2 years of experience in support function Good knowledge of Java, Linux, scripting languages and SQL Strong technical knowledge and experience in troubleshooting software issues Excellent problem-solving skills and the ability to think analytically and logically Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to customers of varying technical backgrounds Customer-focused mindset with a passion for providing exceptional support experiences Ability to work independently and as part of a team in a fast-paced environment Familiarity with support ticketing systems like JIRA Experience with debugging tools, remote support tools, and basic scripting or coding skills are a plus Fluent English We offer: Salary: 12 000 PLN - 19 000 PLN net/month Employment Type: B2B Employee stock options Paid days to balance your work and life in a way that suits you best Fully remote forever Career growth: Promotion and great development opportunities within the organization Our culture You will be co-creating our business solutions We believe that your feedback allows us to create the best solutions as well as adjusted work culture. You will have a real impact on the growth of the company and the product we develop.  Experienced team We aren’t your run-of-the-mill tech start-up. At Silent Eight, everyone is a leader in their own field with perspective and experience shared across teams and departments. Development-centric Because learning never ends, we empower our employees to invest in themselves. We provide a range of resources such as paid Development Days, in-house training, lunch-and-learns, etc. to make sure our employees are continuing to grow each day.   Team building events We know that our success is only possible if we work together as a team. We are a group of passionate individuals united by a common mission. Therefore we like to meet together regularly to connect not just as coworkers, but as human beings, whether it’s at an offsite in Dubai or a weekly “Tea Time” to catch up.  100% remote work forever We are not new to working remotely. In fact, we’ve been doing it since 2013 and we know how to make you feel supported, connected, and included. We believe that the freedom to choose where you work from is important to finding the journey that is right for you. Don’t wait! Join our team today!  Silent Eight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other classification protected by applicable federal, state or local law.