Join the banking revolution! As the global leader in Engagement Banking, Backbase is at the forefront of revolutionising banking services through technology and AI. In this role you will support our customers in how to configure and maintain our enterprise banking products built with cloud-native technologies, supported by your team and a dedicated Incident Manager.
This role is especially relevant for candidates who are looking to launch or grow your career in the fast-paced world of B2B SaaS and enterprise technology. As a Support Engineer (L1/L2), you’ll be at the forefront of delivering real-time support for a mission-critical product used by enterprise customers around the globe.
This role is more than just answering tickets — it’s a training ground for a career in technical operations and cloud engineering. You’ll gain hands-on experience with incident response, system monitoring, customer communication, and cross-team collaboration, all in a high-availability, real-world environment.
This role follows a hybrid work model. Therefore, all candidates must be based in Kraków - no full remote option is available.
As a Support Engineer on our L1/L2 team, you will:
- Acknowledge and triage critical incidents (P1–P3) and escalate as needed.
- Handle support requests from enterprise clients, providing timely and professional responses.
- Actively monitor system alerts, routing them to the appropriate team for investigation.
- Send updates about third-party vendor changes or outages, ensuring internal and external alignment.
- Learn to work with tools like Zendesk, Jira, and modern observability platforms.
- Execute configuration changes based on specific customer requests
- Document issues contribute to an internal knowledge base.
- Work within a globally distributed team operating in a follow-the-sun support model, providing service to enterprise customers worldwide.
- 1–2 years of work experience in the field of IT
- Bachelor’s degree in Information Technology, Computer Science, or a related technical field (or equivalent practical experience)
- Familiarity with cloud computing, Kubernetes and the software development process (SDLC)
- Be proactive, self-driven, and customer-focused
- Understanding of CI/CD, Agile methodologies, and incident management processes
- Some relevant experience of working as a Devops- or software engineer in a software development company
- Excellent English communication skills — both written and spoken
Opportunities
At Backbase, we offer:
- Opportunities for internal growth within a wide-ranging support organization
- Rapid technical growth through mentorship from L2/L3 engineers.
- Exposure to cutting-edge technologies
- A comprehensive benefits package
- Continuous training opportunities
- A lot of challenges every day
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What We Do
Backbase is a fast growing fintech software provider that empowers financial institutions to accelerate their digital transformation and effectively compete in a digital-first world. We are the creators of the Backbase Omni-Channel Banking Platform, a state-of-the-art digital banking software solution that unifies data and functionality from traditional core systems and new fintech players into a seamless digital customer experience. We give financials the speed and flexibility to create and manage seamless customer experiences across any device, and deliver measurable business results. We believe that superior digital experiences are essential to stay relevant, and our software enables financials to rapidly grow their digital business. More than 120 financials around the world have standardized on the Backbase omni-channel banking platform to streamline their digital sales and self-service operations across all digital touchpoints. Our customer base includes ABN AMRO, Bank ABC, Barclays, BPI, CheBanca!, Citizens Lightstream, Credit Suisse, Fidelity, HDFC, IDFC, KeyBank, Ila Bank, Me Bank, Navy Federal, PostFinance, RBC, RBS, Standard Bank, Societe Generale, Truist, U Bank and Westpac.
Industry analysts Celent, Gartner, Forrester and Ovum recognize Backbase as an industry leader in terms of omni-channel banking platform capabilities, and award the company high marks for its deep focus on customer experience management and unparalleled speed of implementation. Forrester named us a leader in the Forrester Wave for Omni-Channel Banking and Ovum nominates Backbase as the market leading provider of next-generation digital channel banking platforms.
Backbase was founded in 2003, is privately funded, with headquarters in Amsterdam (HQ Global) and Atlanta (HQ Americas) and regional operations in Boisse, Cardiff, Dubai, Kraków, Mexico City, New York, Toronto, Singapore, Sydney and Tokyo.
