Middle East Venture Partners
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Application Support Engineer



Software Engineering, Customer Service
Warsaw, Poland
Posted on Thursday, May 23, 2024
About Fresha
Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide.
Fresha is used by 110,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.
The company is headquartered in London, United Kingdom, with global offices located in New York City, Vancouver, Sydney, Dubai, Riyadh, Amsterdam, Warsaw and Pristina.
Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive subscription-free business software and financial technology solutions.
Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.
The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.
Role overview
Given our exciting and progressive growth plans, we are looking for an exceptional Application Support Engineer (2nd/3rd line of support) to come and join our global business.
Reporting directly to the Application Support Manager, and working Customer eXperience (CX) & Software Engineering teams, you will be accountable for their never-ending quest to bring unparalleled value to both beauty salons & their demanding customers.
This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.
To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week. Warsaw office address: Aleje Jerozolimskie 81, 02-001

What you’ll do

  • Troubleshooting - Work on solving technical issues and questions related to the Fresha Ecosystem(marketplace, system for businesses)
  • Collaboration - Collaborate on a daily basis with Customer Success and Product Development to provide them with support
  • Escalation - Your goal will be to collect all necessary information and data from the customer success teams to solve the ticket either in the first contact or to escalate it to the DEV teams
  • Resolution - Resolve the service requests with provided instructions and documentation
  • Documentation - Maintain and develop the knowledge base of known issues, resolutions, F.A.Q and workarounds
  • On-Call - Occasionally be on the 24hr On-Call duty as communication manager for the critical incidents affecting our platforms

What we are looking for

  • Experience - Minimum 2 years with a track record of success
  • Customer experience / customer support / customer success as a previous work experience
  • Ability to focus on what counts, creating simple solutions to deliver fast results, ability to provide proactive and innovative support solutions
  • Customer-centric, empathetic mindset with excellent listening skills
  • Understanding of ITIL/ITSM fundamentals
  • Articulating complex technical topics to peers in an influential and understandable manner
  • Advanced interpersonal and communication skills, both oral and written in the English language
  • Hands-on familiarity with SQL select queries
  • Command-line UNIX terminal fundamentals
  • Lives in Warsaw, or in the Masovian district
  • Creative thinking and problem-solving mindset
  • Ability to interact with people from across the business and build strong relationships, including the ability to effectively influence upwards
  • Happy to roll sleeves up and assist the team when required (team player)
  • Self-starter and proactive approach
  • Comfortable working in a fast-paced and changing environment

Added bonus

  • Bi-lingual - Fluency in English and another language
  • Experience with Atlassian stack (JIRA/OpsGenie)
  • Experience with Twilio, SendGrid, DataDog
  • Experience with the basics of programming processes

Interview process

  • Screen Call - Video-call with Talent Team - 30 minutes
  • 1st Stage - Video-call with Application Support Manager and VP of Customer Experience - 90 minutes
Inclusive workforce
At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.
We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.
We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.
If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.