QA Madness is a European IT service company focusing strongly on QA and cybersecurity. The company was founded in 2013 and is headquartered in Poland.

Currently, we are searching for an experienced Support Engineer (Line 2) to join our team and help investigate production incidents, analyze their impact, and ensure timely resolution by collaborating closely with engineering teams.

Work type: Remote.
Technical level: Middle.
Job category: Support Engineer (Line 2).
English level: Intermediate+.

Must have good communication skills in English.

Responsibilities:

• Incident Investigation & Resolution: Investigate production incidents, analyze logs and system behavior, determine customer impact, and resolve issues whenever possible or escalate them with detailed documentation to engineering teams.
• Incident Management: Assess incident severity, prioritize issues, follow escalation procedures, and participate in the incident management process to ensure timely resolution.
• Technical Troubleshooting: Diagnose issues related to web services, APIs, databases, and client-server applications using logs, monitoring tools, and analytics.
• Documentation: Create clear incident reports, Root Cause Analysis (RCA), reproduction steps, and technical documentation to support engineering teams and improve future incident handling.
• Cross-functional Collaboration: Work closely with QA, developers, DevOps, and other support teams to investigate issues, communicate updates, and ensure effective knowledge sharing.
• Continuous Improvement: Contribute to improving support processes, incident response procedures, and internal documentation to increase operational efficiency and service quality.

Experience:

• 1–3+ years of experience in Technical Support, Application Support, or QA with a solid understanding of web applications and services.
• Experience working with ticketing systems such as Jira or similar.
• Experience documenting incidents and writing Root Cause Analysis (RCA).
• Strong communication skills with the ability to clearly describe issues, reproduction steps, and business impact.
• Ability to work in a shift/on-duty schedule.
• Conversational English (spoken and written) for daily communication and documentation.

Specific Technology Focus:

• Ability to read and analyze application logs and use analytics to evaluate customer impact.
• Understanding of incident management processes, including severity assessment, prioritization, and escalation.
• Diagnostic understanding of client-server architecture, REST APIs, and relational databases.
• Basic knowledge of services, deployments, application restarts, and infrastructure concepts sufficient to collaborate effectively with L3/L4 engineering teams.
• Strong analytical and problem-solving skills with a structured approach to troubleshooting.

Nice to have:

• Experience with SQL for investigating production issues and retrieving data.
• Familiarity with DevOps concepts, monitoring, alerting systems, and basic cloud infrastructure.
• Experience participating in incident response or on-call rotations.

We offer:

• Competitive salary in USD or EUR and a comprehensive compensation package (reviews on demand to ensure your compensation reflects your growth and impact).
• Corporate English courses with native speakers.
• Personal time off (20 calendar days of paid vacation, 12 paid sick leaves).
• Remote work opportunity.
• Flexible work schedule.
• The ability to focus on your work: a lack of bureaucracy and micromanagement (no tracking tools).
• Opportunities for professional growth and collaboration with experienced international teams.

Please note, this job is a full-time position, and it is relevant only if you meet all requirements. Any candidate who fails to meet the requirements will not be considered for the job. Your application will be considered only once you have completed the questionnaire and uploaded your CV in English.