Support engineer

Support Services Group is a global leader in service solutions with more than 20 years of experience and over 25 customer service centers worldwide, including three in Hungary (Budapest, Szekszárd, Balatonboglár). Our team of more than 250 colleagues supports leading brands across industries such as automotive, banking, insurance, energy, retail, and streaming services.
This role supports a major project expansion for one of our highly reputable global clients, a company recognized for its strong engineering culture, high technical standards, and commitment to delivering exceptional customer experiences. As part of this expansion, we are looking for IT‑focused Support Engineers who are ready to join as soon as the project’s staffing phase begins.

You’ll be the technical backbone of the customer experience, owning issues from first investigation to final resolution. Your work blends analytical depth, clear communication, and cross‑team collaboration.

• Investigating customer issues. Analyze customer‑reported problems by reviewing logs, user activity, integrations, and backend systems to understand what happened and why.
• Validating product behavior. Reproduce reported issues, test UI and workflow behavior, and determine whether outcomes reflect defects, limitations, or expected functionality.
• Providing clear technical explanations. Break down complex technical findings into clear, accurate explanations that help customers and internal teams understand the issue and next steps.
• Delivering solutions and workarounds. Guide customers through configuration adjustments, alternative approaches, or best practices when direct changes are not supported.
• Escalating effectively to engineering. Prepare structured, actionable escalations with logs, reproduction steps, and impact summaries to support engineering teams in resolving backend or platform‑level issues.
• Communicating proactively. Provide timely updates, set clear expectations, and maintain a professional, customer‑focused communication style throughout the investigation lifecycle.
• Supporting feature enablement requests. Coordinate the activation or deactivation of platform features, explain technical implications, and verify successful implementation.
• Documenting findings and actions. Maintain accurate internal documentation, including investigation notes, decisions made, and customer impact assessments.

• You have the required education. Bachelor’s degree in a technical field (Computer Science, IT, Engineering, or similar), or equivalent hands‑on experience demonstrating strong analytical and troubleshooting skills.
• You possess foundational technical knowledge. Understanding of distributed systems, cloud environments, or SaaS architectures gained through formal studies or practical experience.
• You have the relevant professional experience. 2–3+ years in technical support, application support, or a customer‑facing engineering role, ideally within a SaaS or cloud‑based environment.
• You can communicate fluently in English. Strong written and verbal English skills for documenting investigations, preparing escalations, and communicating with international customers.
• You can produce structured technical documentation. Ability to create clear, concise, and logically organized investigation summaries and customer‑facing explanations.
• You have hands‑on SaaS or cloud experience. Familiarity with multi‑tenant systems, permission models, backend‑driven behavior, and cloud‑based service operations.
• You are skilled in troubleshooting. Experience analyzing logs, reproducing issues, validating UI behavior, and identifying root causes in complex systems.
• You understand APIs and integrations. Knowledge of tokens, authentication flows, and external service connections.
• You collaborate effectively with engineering teams. Ability to prepare high‑quality escalations, communicate technical impact, and work closely with developers to drive resolution.

• Long‑term employment. Stable, officially registered employment with a well‑established international organization.
• Cafeteria benefits. Optional cafeteria package available from your first day.
• Hybrid work model. Remote work setup after the probation period.
• Comprehensive training. Full technical onboarding supported by both Support Services Group and our global client.
• Access to an online learning platform. Continuous learning opportunities available in both English and Hungarian.
• Supportive leadership. An experienced management team that provides guidance, technical support, and a collaborative environment for your professional growth.