Support Engineer (L1)

Data Reply is an organization involved in Data and AI Foundations support, focusing on incident management and operational support processes.

• Bachelor’s degree in Computer Science, Software Engineering, or a related field (or equivalent practical experience).
• Experience in IT support or operational roles.
• Technical understanding of applications and APIs.
• Experience with incident and ticketing tools (such as ServiceNow).
• Ability to follow operational procedures and SLAs.
• Ability to stay calm under pressure.
• Excellent communication in English and Polish.
• Availability to work in a hybrid mode with at least 1 visit to the office per month.

• Act as the first point of contact for incidents and service requests related to Data and AI Foundations.
• Perform incident qualification, impact analysis, and prioritization.
• Execute standard operational actions and known procedures.
• Ensure timely communication with users and stakeholders.
• Escalate incidents to L2 or L3 according to defined processes.
• Maintain accurate incident tracking and reporting.
• Contribute to continuous improvement of support processes.