# Product & Technical Support Specialist (L2)

**Company:** Younium
**Department:** Customer Success
**Location:** Krakow
**Remote status:** Hybrid

**About Younium**   
  
Younium is an AI-driven, powerful cloud platform that handles complex subscriptions, streamlines financial operations, and delivers massive reporting capabilities in one place. It makes subscription management effortless, intelligent, and ready for scale.   
  
We are in full growth mode. You’ll thrive in a high-energy, creative, and transparent environment fueled by collaboration. With hubs in Amsterdam, Kraków, Stockholm, Malmö, and Philadelphia, plus remote contributors, we’re building a truly global team.   
  
Want to make a real difference for subscription businesses around the world? Come join us.

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#### About the role

We’re looking for a Product & Technical Support Specialist with a strong technical mindset and a genuine interest in how systems behave under the hood.

You’ll focus on escalated and high‑risk support cases that require deeper investigation beyond first-line support. You’ll work closely with Support, Product, and Engineering to identify the root cause and ensure the outcome is clearly understood and communicated.

AI-assisted tools (such as Cursor) are part of your everyday toolkit, helping you explore code, logs, and data more efficiently. That said, the heart of the role is still excellent customer support, delivered thoughtfully and clearly.

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#### What you’ll do

##### Core responsibilities

- Review, qualify, and investigate complex support tickets related to:

- Decide whether issues are:

- Take ownership of escalated cases that need deeper technical investigation

- Provide clear explanations and recommendations back to first-line support

- Escalate issues to Engineering/Product when needed, with:

- Communicate clearly with customers about:

- Document learnings, known issues, patterns, and best practices to strengthen internal playbooks and the knowledge base.

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#### How you'll work

- Support first-line colleagues by:

- Use AI-assisted tools to:

- Stay calm and structured when handling multiple complex or urgent cases

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#### What we’re looking for

##### Required experience & skills

- Experience in senior support, second-line support, solutions engineering, technical consulting, or a similar role

- Strong understanding of complex B2B SaaS products, especially in areas like:

- Ability to reason about system behaviour end-to-end, even with incomplete information

- Strong troubleshooting and analytical skills

- Confidence making judgment calls — and explaining them clearly to both customers and colleagues

- Ability to explain technical topics in a clear, customer-friendly way

##### Technical literacy

- Comfortable reading API responses, logs, and traces

- Understands system behaviour conceptually, not just procedurally

- Able to speak the language of engineers without needing to be one

- Willing and curious to use AI-assisted tooling as part of daily work

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#### Nice to have

- Experience with billing, finance, or financial systems

- Background in integrations or API-heavy products

- Basic understanding of software development concepts

- Experience reading or reasoning about code

- Interest in improving support processes and internal documentation

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#### How we'll measure success

- Reduction in long-tail (P90 / P95) ticket resolution times

- Faster and more accurate qualification of complex issues

- Fewer unnecessary or low-quality escalations to Engineering

- Increased confidence, consistency, and effectiveness across the support team

##### Final note

This is **not** a traditional support role.

If you enjoy:

- understanding how systems really work

- solving messy, ambiguous problems

- helping others get unstuck faster

You’ll thrive here!

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#### Why Younium? 

- **True work-life harmony:**  We offer a remote-friendly setup, flexible hours, and boundaries you can trust.

- **Real impact:** Work on one of the most innovative platforms in subscription management and directly influence how our customers scale.

- **An employer who genuinely cares:** We are proud to offer a workplace where everyone can thrive, feel safe to be themselves, and do their best work. 

- **Unforgettable yearly kick-offs:** Join the entire Younium team on annual trips (recent we have been to Croatia, the Netherlands, and Sweden).

- **Continuous learning:** Access mentorship, learning programs, and real opportunities to grow your skills.

- **A talented, supportive team:** Work alongside highly skilled, driven teammates who make things happen today rather than tomorrow. And just as importantly, who collaborate closely and truly enjoy spending time together — from regular team lunches to relaxed after-work hangouts.

At Younium, we hire exceptional people. What matters to us is your drive, that you take ownership, and the value you deliver — not your gender, sexual orientation, ethnicity, age, ability, or religion.

![](https://media2.giphy.com/media/v1.Y2lkPWI3ZDgxNDY0cWZwNTI1ZWs3MGxkbnNrZnhrNzdvaDdpZDlsdGlwN3V6OGoyYnJnaiZlcD12MV9naWZzX3NlYXJjaCZjdD1n/1m4ukmk9Lu90At2FGu/giphy.gif)

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_📆 ⏰ starting date for this position will preferably be ASAP._

_📍 Please note that we do not offer any relocation package, nor will we recruit outside the EU for this position. This role will be based in Krakow with a hybrid remote setup._

_This position is no longer accepting applications._