Senior Support Engineer

*REMOTE OPPORTUNITY* - Poland

WHAT WE DO

Nitrogen has been revolutionizing how financial advisors and wealth management firms engage with their clients since the launch of Riskalyze in 2011. Today, Nitrogen offers an integrated client engagement software platform featuring risk tolerance, proposal generation, investment research, and financial planning tools designed to help firms and financial advisors deliver personalized advice. We invented the Risk Number®, built on top of a Nobel Prize-winning academic framework, and are the champions of the Fearless Investing Movement — tens of thousands of financial advisors are committed to our mission of empowering the world to invest fearlessly.

Nitrogen is an equal opportunity employer. We encourage people from underrepresented groups to apply. We are committed to being fair and intentional in our hiring decisions by reviewing every application thoroughly.

We're looking for a Senior Support Engineer to join our team at Nitrogen!

If you're passionate about solving complex technical challenges, love working closely with both technology and people and want to be part of a small, collaborative team making a real impact — this could be the perfect fit. You’ll play a key role in supporting our SaaS platform used by financial advisors, all while working remotely from Poland (with an optional office in Wrocław).

No night shifts are required for this role.

WHAT YOU’LL BE WORKING ON

• Troubleshoot and resolve escalated technical issues and service requests, ensuring timely resolution within defined SLAs;
• Investigate data-related issues involving investor accounts or market securities; resolve root causes or escalate appropriately;
• Monitor data import processes and take necessary actions to ensure successful completion;
• Develop and maintain internal tools to support operational workflows and accelerate incident resolution;
• Deliver bug fixes and implement code enhancements to improve system reliability and performance;
• Analyze incidents and recurring problems, identify trends, and recommend long-term solutions to prevent future issues;
• Document resolutions and processes, and actively share knowledge with the team to promote learning and operational excellence;
• Communicate proactively with stakeholders, providing regular updates and maintaining end-to-end ownership of issue resolution.

Requirements

• 3+ years of experience in a technical support or similar engineering role;
• Proficiency with AI tools to boost efficiency and quality, OR a strong willingness to adopt and learn AI-driven solutions;
• Strong SQL expertise and hands-on experience with databases;
• Programming knowledge in one or more of the following: Python, JavaScript, Go (Golang), PHP;
• Experience creating scripts for automation or troubleshooting tasks;
• Familiarity with AWS services, especially in the context of SaaS applications;
• Experience with SaaS monitoring tools like Datadog, New Relic, Grafana, or Prometheus;
• Solid understanding of modern tech stacks, including Linux, Git, REST APIs, Postman, Docker, and Kubernetes;
• Knowledge of IT best practices, including:
• Documentation and knowledge management
• Secure solution deployment
• ITIL certification (a plus, but not required).

SOFT SKILLS AND EXPERIENCE

• Strong problem-solving and analytical skills, with the ability to tackle complex technical challenges effectively;
• Collaborative mindset, with experience working closely across cross-functional teams and fostering a culture of openness and positivity;
• Customer-first approach, delivering an exceptional support experience through ownership, responsiveness, and deep technical expertise;
• Excellent communication skills, capable of explaining complex issues clearly to both technical and non-technical stakeholders.

• GDPR CLAUSE:
  https://docs.google.com/document/d/1zXDde8gbFMt9Mv0SfDZ3xCC_TmmhLAqE/edit

Benefits

• Full remote work with access to the nice office in Wroclaw city center (unlimited coffee, snacks, lemonade, and table tennis);
• Private healthcare (Luxmed);
• Sportcard (Medicover sport);
• Frequent integration events on team and company level;
• Benefits cafeteria - Worksmile;
• English language course, Grammarly access.

WANT TO KNOW MORE?

While you can learn a lot from a job description, you may have more questions, and that’s totally okay! We encourage all individuals interested in working at Nitrogen to learn more about us by checking us out on our website and social media platforms: