• Respond to customer inquiries through Slack, email, and phone • Troubleshoot basic technical issues related to operational systems • Log, organize, and track support requests and operational issues • Support the operations team with administrative coordination

CAPCO POLAND Capco Poland is a global technology and management consultancy specializing in driving digital transformation across the financial services industry. We are passionate about helping our clients succeed in an ever-changing industry. We are also: - Experts in banking and payments, capital markets and wealth and asset management - Committed to growing our business and hiring the best talent to help us get there - Focused on maintaining our nimble, agile and entrepreneurial culture About the role: We are seeking an experienced Implementation Support Engineer – Cloud Processing Service to support the delivery of modern payment processing capabilities across complex client environments. In this role, you will combine hands-on implementation expertise with knowledge of payment authorization flows and transaction processing to drive successful onboarding, integration, and production rollout. Key Responsibilities: - Support end-to-end implementation including onboarding, configuration, testing, deployment, and stabilization - Troubleshoot authorization flows, transaction routing, and response code issues - Collaborate with clients, processors, gateways, and acquirers to resolve challenges - Contribute to testing, defect triage, and production readiness activities - Analyze transaction logs and processing errors to identify root causes - Prepare documentation and runbooks for implementation and support - Work closely with stakeholders to ensure smooth delivery Required Skills & Experience: - 5–7 years of experience in payment technology or transaction processing - Strong understanding of card payment flows and lifecycle events - Experience with API integrations (REST/JSON) and webhooks - Ability to analyze logs and diagnose issues in distributed systems - Strong communication and stakeholder management skills Nice to have: - Experience with cloud-based payment platforms - Knowledge of Agile methodologies - Exposure to production support in high-volume environments ONLINE RECRUITMENT PROCESS STEPS - Screening call with the Recruiter - Competencies interview with Capco Hiring Manager - Client’s interview - Feedback / Offer We offer a flexible collaboration model based on a B2B contract, with the opportunity to work on diverse projects.

As a Technical Support Engineer I, you will provide high-level technical assistance to global customers, focusing on troubleshooting complex network and vulnerability management issues. You will act as a subject matter expert for Rapid7's security platform, ensuring customers successfully manage risks across their IT infrastructure. About the Team Our Technical Support team is dedicated to delivering exceptional customer experiences by solving complex technical challenges and providing visibility into security risks. By bridging the gap between customers and our Engineering teams, we drive product resolutions that protect organizations in an increasingly connected world. About the Role As a Technical Support Engineer I, your primary responsibility will be to support customers by utilizing your networking skills to troubleshoot complex issues via email and video conferencing. Specifically, your focus will be to: - Support customers in successfully setting up and troubleshooting vulnerability scanning infrastructure. - Create innovative workflows to analyze large log files using regex to identify the root cause of reported issues. - Collaborate closely with local and global Engineering and Product teams to drive resolutions for customer defects. - Reproduce customer issues in lab environments using available Support team resources and tools. The skills and qualities you'll bring include: - Operating System Administration: Demonstrable command of Linux, Windows, and macOS. - Network Diagnostics: Proficiency in packet inspection using tools like Wireshark, PCAPS, and Procmon. - Log Analysis: Expert ability to use regex and other methods to debug large, complex log files. - Architecture Troubleshooting: Strong understanding of network architecture and troubleshooting methodologies. - Problem-Solving: Excellent critical thinking and problem-solving skills in high-pressure environments. - Communication: Fantastic verbal and written communication skills to delight technical and security-focused audiences. - Technical Support Experience: 4+ years of experience supporting global customers and resolving complex issues. - Platform Mastery: Ability to quickly learn and become a subject matter expert in Vulnerability Management Platforms. - CRM Proficiency: Familiarity with Salesforce for case management and workload insight. - Shift Flexibility: Willingness to work on night shifts, specifically EST OR PST hours. - Collaborative Mindset: Experience working cross-functionally with Engineering and Product departments. - Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success. We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today. - About Rapid7 At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome. Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.

• Serve as the final escalation point within Support for complex system and API issues, using log analysis, database queries, API testing, and scripting to diagnose root causes. • Create and manage detailed JIRA tickets — including reproduction steps, logs, and proposed fixes — to accelerate Development team resolution. • Write scripts and tooling (Python, PowerShell, SQL, API utilities) to automate repetitive troubleshooting and reduce time-to-resolution. • Identify recurring issue patterns and drive permanent, code-based solutions such as bug fixes, data migration scripts, or internal tools. • Build and maintain internal support automation — diagnostic scripts, dashboards, and workflow tools that empower the broader team to self-serve. • Proactively communicate status updates, timelines, and workarounds to end users and stakeholders throughout the resolution process. • Create and maintain troubleshooting guides, runbooks, and knowledge base articles with a preference for executable, code-backed documentation.