support engineer

LeverX is an SAP Gold Partner with over 20 years of experience in the market, having delivered more than 1,500 projects for global clients including Fortune 500 companies. The company focuses on sustainable growth and continuous learning, maintaining a diverse portfolio of projects across healthcare, manufacturing, e-commerce, and fintech.

• Support customers using a SaaS product across email and phone channels;
• Resolve complex product-related issues;
• Investigate product behavior, settings, and edge cases to identify effective solutions;
• Keep internal documentation and knowledge base articles up-to-date;
• Contribute new entries to the knowledge base based on resolved cases and recurring patterns;
• Communicate clearly and professionally with customers across written and voice channels;
• Escalate issues to the L3 team when needed, providing clear and complete context;
• Collaborate with teammates and internal stakeholders to improve support quality;
• Cover rotating shifts and on-call shifts;
• Work alongside AI tooling for ticket classification, first-response drafting, and knowledge retrieval;
• Provide feedback to improve AI workflows over time.

• Strong written and verbal business communication skills;
• Ability to handle both email tickets and phone support;
• Ability to investigate product behavior, configurations, and non-standard scenarios;
• Customer-focused mindset with a practical approach to problem-solving;
• Ability to prioritize tasks independently and work in a result-driven way;
• Understanding of when to resolve an issue independently and when to escalate it further;
• Ability to meet the SLA, follow documented procedures, and keep transparent communication;
• English B2+;
• Nice to have: Previous experience in technical support or customer-facing positions, interest in developing into L2 support role, familiarity with analytics, survey tools, or other data-driven platforms, experience working in a non-scripted, expertise-based support environment, interest in AI tools implementation and usage.

• Market-based compensation and regular performance reviews;
• Projects in various domains including healthcare, manufacturing, e-commerce, and fintech;
• Employment security with project rotation support;
• Internal expert communities and courses;
• Perks to support growth and well-being.