Technical Support manager

Technical Support Manager
Warsaw / Remote PL
Full-time (B2B contract or employment)

We're looking for someone who genuinely enjoys solving problems  and does it independently, before the client has to ask twice. This role is for a technically-minded person with sharp communication skills who understands the B2B world and can act without a script

Joining us means entering a structure where you can genuinely shape the product, the processes and the client experience  not just "handle tickets".
Your role
You'll be the primary point of contact for our business partners — integrators, resellers and enterprise clients. This is not a call centre: it's deep problem analysis, relationship building and actively ensuring partners grow alongside us.

Independently resolve complex technical requests related to the platform, hardware and integrations
Onboard new partners — from initial setup to full operational readiness
Manage tickets in helpdesk systems (Zendesk / Freshdesk / Jira)
Collaborate with the product and development teams on escalations and bugs
Build and maintain technical documentation, FAQ and knowledge base
Proactively monitor client status — you act before being asked, not after

What we're looking for

3+ years of experience in technical support or customer success in a B2B environment
Experience working with business partners: integrators, resellers, enterprise clients
Ability to handle complex cases independently — without escalating at every step
Proficiency in ticketing systems: Zendesk, Freshdesk, Jira Service Desk or similar
Polish B2+ and English B2+ — fluent written and verbal communication
Basic understanding of REST API, webhooks and error logs
Nice to have
Experience in e-commerce, hardware product, SaaS or marketplace, payment platforms (Stripe, POS terminals)
Involvement in writing technical documentation or knowledge bases
Experience with monitoring tools: Google Analytics, Looker Studio or internal dashboards
Basic HTML/CSS — enough for client-side diagnostics

What we offer
Real ownership from day one — you're not "another support agent", you're building the B2B support standard
Flexible work mode — Warsaw office or fully remote (Poland), hours by agreement
Direct product impact — your frontline observations go straight to the product team
Small, focused team — decisions move fast, bureaucracy is minimal
Compensation matched to experience + B2B contract or employment — discussed individually