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Technical Support Analyst

Nr ref. (02/299)

Kraków (małopolskie)

For our Partner, international company in Krakow, we are looking for Technical Support Analyst.

Job description

Under limited supervision, the Senior Property Management System (PMS) Technical Support Analyst will serve as the product subject matterexpert in understanding how the system is designed, communicates, and performs while within expected norms. This position will serve as a centralized contact for the support teams as well asa liaison between application and product owners by handling incoming supportcases and being accountable for support of the application. Qualified candidates will have experience in understanding and troubleshooting application communications, web-based architectures, server/database connectivity, stored procedure calls, as well as the ability to identify trendsand perform root cause analysis. For more information please contact Kinga Baran: kinga.baran[at]


  • Possibility to develop skills and gain new qualifications with the latest technologies.
  • Possibility to attend internal and external trainings.
  • International work environment.
  • The budget for this position is between 12 000 - 17 500 PLN and depends on the chosen form of the agreement (standard work agreement or B2B).
  • Relocation package (4500 PLN total value), paid in three installments (1500 PLN per month).
  • Extended medical care (over 80 medical facilities in Kraków) for you and your family.
  • Multisport Benefit card.
  • Home office option (up to 8 days, after adaptation period).
  • High standard facilities, kitchen or easy access to food-courts or restaurants.
  • Comfortable location, easy access by public transport, parking for bicycles.


  • Develop an in depth functional understanding, including needs of clientusers, of the software system and its value in the Hospitality industry.
  • Develop an in depth technical understanding of the application andall connected interfaces.
  • Ability to understand application performance and drive improvements/address challenges.
  • Assist with technical escalations and any crisis management events.
  • Identify and propose defect prioritization and enhancement opportunities toimprove customer satisfaction of product and support.
  • Serve as a 3rd level support contact in support of Customer Care teams.
  • Address customer inquiries/issues via case-based workflow system and meetSLAs and goals.
  • Minimum 5 years related experience with demonstrated progressive responsibility over the last 2 years.
  • Advanced computer software skills.
  • Excellent written andverbal communication skills.
  • Ability to lead and direct multiple projects simultaneously; proven leadership ability.
  • Knowledge of Oracle SQL packages/procedures.
  • Experience with Internet facing web applications.
  • Knowledge of Networking/communications.

Additional requirements

• As a plus, candidates who have hotel or property management system experience are preferred but, not required.