Zowie logo

Senior Support Engineer

Unlock the full potential of customer service. 70% of your work is repetitive.

Number of employees

51-200

PL flag Poland only

About Zowie:

At Zowie, we believe that buying online should feel like walking into your favorite local shop: personal, friendly, and easy. Our mission is to recreate offline shopping experiences online - but better. Zowie brings speed and empathy to customer interactions. Our platform automates responses to repetitive questions around return policy, order status, etc. and saves time for customer service agents, who can then proactively turn website visitors into paying customers. It can work as an add-on with existing tools (Zendesk, Shopify, Gorgias, etc.) or become a standalone customer service platform.

We are:

🚀 Growing fast. We plan on keeping the Team growing! You’ll have a lot of autonomy and impact as we grow.
🏈 Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.
🧑‍💻 Remote-first and hours are flexible. We allow everyone to figure out the best ways to collaborate with their team. It’s about delivering, not about reporting hours. Those in Poland can work from our offices in Krakow and Warsaw.

We strive to be:

💪 Ambitious and innovative. We don’t settle on existing solutions and keep looking for better ways to tackle challenges.
👻 Bold and free-thinking. We trust our employees to find the best solutions.
🤸‍♀️ Agile and high-performing. We work smarter, not harder. We use our OKRs to keep ourselves focused.
🤠 Unafraid of change. Zowie is growing quickly. We thrive in an ever-evolving environment.

What you'll do:

We have over 100 engaged customers, and we’re growing. We believe their success is our success, so we emphasize supporting them to maximize Zowie’s potential.
You’ll join a team of two Support Engineers and act as our most experienced technical expert. We want you to take ownership of our Support practices, mentor the team, and drive an excellent customer experience.
You'll have a chance to get your hands dirty with our customers' most complex issues. Responding with a personal touch and empathy, you'll: look into our logs, databases, and APIs; write scripts; and read our codebase - anything that'll help us understand the problem and come up with a solution.
Our Technical Support team handles cases that our more customer-facing functions aren’t able to resolve. This includes diverse problems like bugs in the code, integration issues, or statistics that don’t match. To solve them all, you’ll need to become an expert on our product, which consists of 100+ different services.
To sum it all up, this is a critical role for us. It’s really up to you and your manager (Michał Partyka, our VP of Engineering) to decide how you want to continue developing Technical Support @ Zowie.

Ideally, you'll bring with you:

    • 2+ years of professional experience in technical support, ideally in a SaaS company
    • Strong problem-solving skills and the willingness to dig deep to understand an issue fully
    • Excellent customer-facing skills
    • Impeccable written and verbal communication skills
    • The ability to connect and interact with APIs
    • Knowledge of SQL (and ideally MongoDB)
    • Expertise in how web technologies work (Python, Java, Scala, etc.)

It will be awesome if you have:

    • Previous experience in leading a Technical Support team, so you have the drive to build and implement a vision for excellent support!

We will offer you:

👉 Employee Stock Option Plan (ESOP). You’re a part of our company’s future success.
👉 Unlimited paid time off. We trust each other and don’t count days.
👉 Great company offsites. We spend time together in person to strengthen our team.
👉 Health benefits. We offer a competitive health insurance package.

About this role

March 24th, 2023

January 24th, 2023

Full Time

To apply, you must have a permit to work in this country.
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Zowie is hiring for this role in these timezones.
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About Zowie

Learn about Zowie and their company culture.

View company profile

Let’s build the future of customer success. Together.

Buying online should feel like walking into your favorite local coffee shop - personal, friendly and easy. Zowie’s mission is to recreate offline shopping experiences online and reimagine digital customer service.

We can achieve more as a team

Every member makes a difference. We support, empower, and motivate those around us. Having each other’s back drives us to be better every day—as individuals and partners.

We keep our minds open

Spot what’s invisible at first glance. We want to know if the things we produce, use, and observe can be better, smarter, or more innovative. We never judge before understanding.

We love what we do

Our ambition enables us to be innovators. We’re all about producing positive energy and following good vibes. The journey is much more fascinating when you’re driven by what you do.

We build real relationships based on trust

Direct communication is about talking to people — not about people. We appreciate honesty and speak openly about our victories and challenges. We either win or we learn.

We choose the smartest way to reach our goals

Working smarter lets us learn, discover, and win. We’re problem solvers dedicated to getting things done. We think fast, adapt, and constantly look to improve ourselves.

Tech stack

Learn about the technology and tools that Zowie uses.

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Benefits and perks

Learn about the benefits and perks that Zowie provides.

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Company retreats

Offsites

We spend time together in person to strenghten our team.

Unlimited time off

Unlimited Paid Time Off

We trust each other and don’t count days.

Miscellaneous

HR Support

You have access to an on-demand HR coach.

Wellness benefits

Fitness Benefits

We subsidize health activities for you.

View all employee benefits
View all employee benefits
Customer Service
Number of employees

51-200

2019

Maja Schaefer

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