VP Support (F/M/D) - Krakow, Poland

This is a fantastic opportunity for an experienced VP Support to join a company at the forefront of the Digital Content Technology sector.

The role is responsible for leading the customer support team with the goal of enabling customer success. You and your team will be the contact point for customers many of which are international known brands, receiving their inquiries, analyzing and reproducing issues, passing them on further, and maintaining contact with the customer along the way maintaining a good relationship

Essential Tasks:

  • Lead and prioritize the Support team’s workload in self organizing way, support the team in everyday activities including hands on with issues to help offload during peaks.
  • Ensure any quality management processes to the team’s activities are followed, e.g. ensuring support methods, procedures and tools are robust, tested, of high quality and fit for purpose
  • Handing escalations from customers on behalf of the team
  • Interfacing between customers and professional services / product / engineering team
  • Help train or organize training for new members, and update trainings for existing members
  • Handle team administration, champion team activities and help build a team culture

Your Profile:

  • A champion of success of customers
    • Help improve the customer journeys involving the product, stack and communication
    • Ability to re-assure the customer in issues and help guide them
    • See possibilities for additional products & services that the customer can benefit from
    • Bachelor’s degree in Computer Science or related field or equivalent experience
    • Minimum of 2 years’ experience in a hands-on application support team
    • Prior team lead experience in support, or other domains
    • Know-how of long-term commercial software projects work, including familiarity with development and release processes and workflows

Desired Technical skills:

  • Experience web development such as HTML5, CSS, JavaScript, PHP or similar.
  • Practical use of OOP, SOLID programming principles
  • Firm grasp of source code management (Git and GitHub, including pull requests and diffs)
  • Familiarity with testing tools (Example: Selenium, Behat, PHPUnit, PHPSpec, …)
  • Understanding of PHP frameworks (Symfony, …)

Other skills:

  • Customer-first mindset
  • Highly proficient in analytical and problem-solving skills with attention to details
  • Excellent written and verbal communication skills in English
  • Focus on quality while working under time pressure
  • Ease of working in an international environment
  • Proactive, self-disciplined and highly motivated with well-organized work style

The package and opportunity:

We provide competitive compensation, generous benefits and a professional, friendly atmosphere. This is a very collaborative work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

Our culture:

To put it bluntly it’s about getting things done and owning what you do. We don’t hide behind fancy job titles or set up bureaucratic processes. Instead we treat our people equally, fairly and give them a ton of freedom and autonomy to create something awesome. We make mistakes, we learn from them and we back everything up with data and logic. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our products, and we live for our customers and partners. We have high expectations and a career at eZ Systems means challenging yourself to always be better. Take over the challenge to work within an international, innovative and open-minded environment with flat hierarchies and dynamical teammates.

Interested?

Then we are looking forward to receiving your completed application with information on your starting date and your salary expectations via email to our VP Human Resources. You can contact her as well for any question related to the position.