Technical Customer Support Specialist

About SINGU At SINGU, we’re redefining how the world’s most ambitious real estate companies run their operations. Our mission is to become Europe’s leading platform for managing warehouse, logistics, retail, and multi-site commercial real estate portfolios — empowering our Clients to protect revenue, boost efficiency, and unlock new value across every aspect of their business. Our unified CAFM platform already powers the daily operations of over 250 million m² of real estate worldwide, supporting more than 500,000 professionals. Following our union with the UK’s Micad and Germany’s net-haus, we now help manage 100,000+ buildings across 35+ countries — and we’re just getting started. Backed by a leading growth equity investor, we’re scaling rapidly and partnering with global leaders such as Prologis, ECE, CTP, Hillwood, Logicor, GLP, and Unibail-Rodamco-Westfield. As we continue to grow through strategic acquisitions and bold innovation, we stay true to our core values: adaptability, collaboration, and client focus. If you’re ready to help build Europe’s leading platform for property operations — and make a tangible impact on how the real estate industry works — join SINGU and be part of this transformation. TECHNICAL CUSTOMER SUPPORT SPECIALIST - THE BRIDGE BETWEEN USERS AND PRODUCT As Technical Customer Support Specialist, you're the frontline guardian of our Facility Management platform, providing 1st and 2nd level application support and making sure users always have a clear way forward. Throughout the day you support users via email, phone, and ticketing systems, translating their issues into calm guidance and practical next steps. When something goes wrong, you switch into problem-solver mode: you troubleshoot technical issues, use SQL to dig into data and validate root causes, and coordinate efficient resolutions with the right people. You don't just fix what's in front of you. You step back to analyze recurring problems and collaborate with Product and Development teams to improve the platform and prevent repeat issues. Knowledge is at the core of how you work. You own the creation and ongoing maintenance of our user-facing knowledge base, writing clear, well-structured articles, guides, and FAQs that empower users to self-serve and reduce ticket volume over time. You keep documentation current as the product evolves, flag gaps before they become support bottlenecks, and treat every solved issue as an opportunity to make the next one faster. Your writing makes complex things feel approachable, and the knowledge base you build becomes a strategic asset for the entire support function. And because support is never done, you bring an automation-first mindset to everything you touch, spotting repetitive work, proposing smarter processes, and continuously raising the bar for how the team operates. This is a hybrid position based on Cracow or Warsaw – 2-3 times per week from the office. WHAT YOU'LL BRING TO THE TEAM - Experience in application support, IT support, or a similar role: you already know how to work with users, systems, and tickets, and how to stay calm when things get messy. - Fluent in both English and Polish (spoken and written) - mandatory: you'll support users confidently in both languages, making complex topics feel simple and human. - A passion for documentation and knowledge sharing: you see documentation not as a chore but as one of the most effective tools in support. You take ownership of building, structuring, and maintaining knowledge resources, and you understand that great documentation is what separates a reactive support team from a scalable one. Writing clearly for non-technical users comes naturally to you, and you take pride in leaving things better documented than you found them. - Strong analytical and problem-solving skills: you like digging into issues, finding patterns, and getting to the real cause, not just the symptom. - Excellent communication skills and a service-oriented mindset: you