Technical Support Specialist (m/f/d)

Date: 18-Nov-2022

Location: Gdańsk, PL

Company: Sitel


Req ID#:  341868

Gdańsk, PL


Technical Support Specialist (m/f/d)


Learn, Lead & Grow at Sitel Group®


About Sitel Group®


As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.


With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation, and data-driven analytics – with the expertise, emotion, and empathy of our people to Create Connection. Value Conversation 


To learn more, visit or join the conversation on Facebook, and LinkedIn.



Come and work with us.


Sitel Group is developing a Customer Engagement Management (CEM) platform that delivers true operational efficiency and an optimized customer experience. This platform was developed by businesses for businesses and leverages deep knowledge of the customer experience. It simplifies communication for customers and contact center teams in enterprises and large corporations through simple and flexible applications.


We are looking for talent interested in developing a platform that meets the challenges of digital customer relationships: Omnichannel, social networks, gamification, chatbots, mobile, semantic analysis and real-time analytics.


Job description:




As part of our strong growth, we are opening one position for Technical Support Specialist within the Support Team. You will be in charge of software technical production incidents analysis and troubleshoots, alerts monitoring, and documentation.



  • Analyze and troubleshoot software technical and functional production incidents.
  • Monitor, analyze, and manage applications and infrastructure alerts.
  • Produce documentation, and keep it up to date, detailing the solution for the Support team.
  • Escalate issues or requests to appropriate teams and follow up.
  • Establish periodic reports on request and incident handling, causes, impacts, and recurrences (internal and client reports).
  • Provide improvement suggestions on a support perspective.
  • Work closely with the development and DevOps teams.
  • Be the technical referent within the support team.
  • Ensure regular reporting to the management.


  • Required

  • At least 2 years of experience in software or applicative technical support.
  • Bachelor IT degree.
  • Good knowledge of Java and MySQL languages.
  • Knowledge of monitoring tools (Grafana, Kibana, and Prometheus).
  • Fluent knowledge of English and French spoken and written.
  • Troubleshooting skills to help debug and resolve production issues
  • Autonomous, organized, rigorous, and proactive.
  • A taste for technologies.


  • Nice to have

  • Experience in a SaaS editor and knowledge of customer services.


How do we work?


Driven by the Agile Scrum method, we are organized into teams of 6-8 people featuring a Product Owner, a Lead Developer (acting as Scrum Master), Frontend and Backend Developers, and QA Engineers. Our DevOps Engineers and UI/UX Designers are dedicated to all squads.





What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.


  • Competitive salaries, benefits.
  • Remote work at home available.
  • Fun and engaging company-wide initiatives, including our SitelFit wellness program.
  • Growth opportunities through various development programs.
  • Casual dress code.
  • Excellent work culture
  • B2B contract option




Join the #SitelLife



GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for their hard work every day. We offer benefits to keep you healthy and happy, such as paid time off. Plus, fun perks like employee discounts.  


GROW AS YOU GO. We invest in you with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop professionally and personally. You choose where you want to go; we help you get there.  


WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.  


BE BOLD, BE YOU. #SitelLife represents our commitment to our people - to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.  


MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®.  


Our talent is our strategic differentiator. By bringing together diverse perspectives through our people and ideas, we foster an environment where people belong, all voices are heard, and every one is vital and can contribute their best work. Sitel Group® is proud to be an Equal Opportunity workplace.


Our #SitelLife close up


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Technical Support Specialist (m/f/d)


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