Location: Poland;
Full-time, Hybrid
We are looking for an Application Support Engineer to join our growing team in Wrocław. In this role, you will provide 1st through 3rd line support for our laboratory management platform used by leading pharmaceutical and life sciences organisations worldwide. You will be the frontline advocate for our enterprise customers, combining strong technical investigation skills with a genuine commitment to customer success.
This is a role for someone who thrives on solving complex problems, takes ownership of issues end-to-end, and communicates effectively across international teams. Whether you are starting your career in application support or bringing years of experience, there is a clear path for growth within the team.
This role requires availability to work up to 50% of working hours aligned with US Eastern Time (EST), with the remaining time during standard Polish business hours.
Customer Support & Issue Resolution
Investigate, diagnose, and resolve customer-reported issues across 1st, 2nd, and 3rd lines of support for our platform.
Gather evidence, reproduce issues, and perform root-cause analysis, including reviewing application logs, database records, and where necessary, source code.
Execute data corrections, configuration changes, and apply patches or remedial scripts to resolve or work around reported problems.
Manage support cases within agreed service level agreements (SLAs), maintaining accurate and detailed records in the support ticketing system.
Handle technically complex issues that may require in-depth diagnosis, code inspection, or coordination with development teams.
Customer Relationship & Communication
Maintain a professional, visible, and proactive relationship with assigned customers, acting as a trusted technical contact.
Understand customer environments, workflows, and business needs to provide contextualized support and guidance.
Communicate clearly and empathetically with both technical and non-technical stakeholders
Collaboration & Knowledge Sharing
Work closely with support colleagues across the US, UK, Israel, and Poland, coordinating workloads and sharing knowledge across time zones.
Provide structured feedback to the product and development teams based on customer reported issues and recurring patterns.
Contribute to and maintain the internal support knowledge base, including triage playbooks, troubleshooting guides, and resolution documentation.
Participate in process improvement initiatives to enhance the efficiency and quality of the support function.
The following are not requirements, but will be considered strong advantages:
Ruby on Rails: Experience with or working knowledge of the Ruby on Rails framework, including familiarity with its conventions, ORM (Active Record), and debugging tools.
Life Sciences domain: Background or experience in the pharmaceutical, biotechnology, or biologics sector, particularly an understanding of laboratory workflows, regulatory requirements, or scientific data management.
Experience with cloud-hosted SaaS platforms and associated monitoring or diagnostic tools. • Familiarity with version control systems (e.g., Git) and CI/CD concepts.
Previous experience using support ticketing platforms in an enterprise context.
Ownership mindset: You take responsibility for issues from first contact through to resolution. You don’t wait to be told what to do next.
Cross-time zone collaboration: You’re comfortable working with colleagues in the US, UK, Israel, and Poland, adapting your communication and working patterns to support a global team.
Customer empathy: You understand that behind every support ticket is a person with real work to get done. You communicate with patience, clarity, and respect.
Continuous improvement: You look for ways to make things better — whether that’s a process, a knowledge article, or how the team collaborates.
An international working environment with daily collaboration across teams in the US, UK, Israel, and Poland.
Competitive salary aligned with your experience and the local market. • Stable employment in a growing company serving leading global pharmaceutical organizations.
Structured onboarding program and ongoing professional development opportunities, including access to training and certifications.
The chance to work with a modern SaaS product at the intersection of technology and life sciences.
Supportive and collaborative team culture that values initiative and continuous improvement.
Flexible working arrangements with a balance of remote and on-site work.
Send your CV and a brief cover letter to jobs@cenevo.com, referencing “Application Support Engineer- Poland”.
Cenevo specializes in lab management systems, automation, orchestration, data management and AI technology for life sciences. We are trusted by scientists, companies, and research institutions worldwide, from small biotech to global pharma, with over 950 customers – including 8 out of the top 10 pharmas – and 45,000+ scientist users worldwide. Our team of more than 200 provides customers with global support from our offices in the UK, US, Israel, and Poland. Cenevo enables connected labs which are automated, data-centric and AI-enabled. Our Mosaic software offers a comprehensive suite of tools to maximize the efficiency and accuracy of sample tracking, inventory management and workflow automation. With connections to over 150 device and system integrations, Mosaic maximizes efficiency, orchestration and accuracy. Our Labguru software provides a cloud-based laboratory data management research-to-production platform, combining an ELN, LIMS, inventory management and AI-based informatics tools. Scientists rely on Labguru to accurately plan, document, track, streamline, automate and share their research and production