Sprout Social is looking to hire a Product Support Engineer to the Tier 2 Customer Support team, to be based in Krakow, Poland. 

Why join Sprout’s Customer Support team?

As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions—you’re also an integral internal resource. As product experts, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product and Engineering for training, coaching and feedback. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business.

What you’ll do

Act as a go-to escalation point and subject matter expert for Tier 1 Support and customers, especially for technical issues and features. Engage directly with customers to guide them through complex technical challenges. Collaborate directly with Product and Engineering by crafting accurate and complete escalations for technical issues or questions when needed Deliver consistent, high-quality results by taking full ownership of your performance against key metrics like quality control, escalation accuracy, and efficiency. Proactively leverage all available resources, including past issues and internal and external knowledge bases, to identify patterns and find solutions with an increasingly complex product. Manage escalated situations calmly and effectively, ensuring value is added to every interaction. Build strong, collaborative relationships across Support, Product, and Engineering through consistent, high-quality interactions.

What you’ll bring

Sprout Social is looking for candidates who are eager to take their technical experience, skills, and customer support career to the next level. We are looking for a top performer who combines excellent people skills with a proven ability to troubleshoot and reproduce complex technical issues. You'll be excited to not only help our customers but also build strong, collaborative relationships across our Support, Product, and Engineering teams.

The minimum qualifications for this role include:

2+ years of technical support experience for software, with a focus on Tier 2 or escalation roles (SaaS experience a plus). Exceptional communication skills, able to translate complex technical issues into clear explanations for customers and write complete, accurate escalations including all relevant and key information. Proven creativity and resourcefulness in troubleshooting, investigation, and questioning techniques. Strong ability to recall and search for past escalated issues in order to efficiently find information and help resolve issues. Professional proficiency in English (both written and verbal) Ability to work out of our Krakow office up to three days per week

Preferred qualifications for this role include:

Experience supporting a SaaS platform with complex integrations, including familiarity with API troubleshooting (e.g., Postman), system log searching (e.g., Datadog), CRM integrations (e.g., Salesforce), and Single Sign-On (SSO) configurations. Experience collaborating with Product and Engineering teams to resolve escalations and provide valuable feedback. Familiarity with issue tracking software like Jira.

How you’ll grow

Within 1 month, you’ll plant your roots, including:

Experience Sprout’s in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers Make a plan with your manager to set initial priorities, align on expectations for your role, plant goalposts for your career, and learn about Sprout’s approach to Customer Support Begin to troubleshoot tickets escalated by Tier 1 Customer Support and directly with customers along with starting to escalate tickets to Engineering using Jira Learn to use our internal and external troubleshooting tools like system logs, Datadog, Postman, Facebook’s Graph API Explorer, Chrome DevTools, etc.

Within 3 months, you’ll start hitting your stride by:

Build connections with members from other teams through active networking and community building Own escalated issues through ZenDesk and Jira from start to finish Isolate and help determine the root cause of an issue through creative troubleshooting, thinking outside of the box and striving to reproduce issues Effectively monitor, manage and assign severity for tickets escalated to Engineering along with ensuring information is properly communicated between involved parties Chronicle new and useful knowledge by creating and updating internal documentation to facilitate the resolution of issues going forward

Within 6 months, you’ll be making a clear impact through:

Have your first performance conversation with your manager, where you’ll discuss your accomplishments in your role and work together to build goals for your professional growth Strategically and confidently collaborate with Product and Engineering to help resolve or push along an escalated issue Identify similarities and patterns, drawing on past experiences and resolutions to reference possible solutions in new scenarios Demonstrate a strong mental index of escalated issues and resource search chops

Within 12 months, you’ll make this role your own by:

Continue to consistently exceed expectations in productivity and quality measures Approach Product and Engineering interactions and challenges with a solutions-oriented mindset, particularly with high severity and impact issues Challenge the status quo to continually iterate on internal processes and improve interactions with our team

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

Progressive policies to support work/life balance, like our flexible paid time off and parental leave program High-quality and well-maintained equipment—your computer will never prevent you from doing your best Wellness initiatives to ensure both health and mental well-being of our team Ongoing education and development opportunities via our Grow@Sprout program, diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders $550 USD work from home stipend designed to enhance your remote setup and monthly internet stipend Growing corporate social responsibility program that is driven by the involvement and passion of our team members Beautiful, convenient and state-of-the-art offices near Kraków’s city centre

The base pay range for this role is 8,000 PLN (min), 10,000 PLN (mid), 12,100 PLN (max) monthly salary (B2B or Contract of Mandate). Individual base pay is based on various factors, including work location, relevant experience and skills, the responsibility of the role, and job duties/requirements.

Sprout’s compensation ranges are intentionally broad to allow for our team members' growth within their role. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Base pay is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Candidates for this hybrid work opportunity must be based in Krakow, Poland. If you are based in another location within EMEA, we aren’t able to hire in your location at this time; however, if you’d like to stay in touch with us in case that changes in the future, please apply and we’ll save your application for possible future consideration.

#LI-Hybrid

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