L1 Support Engineer

ABOUT INGROUPE

A specialist in identity, secure transactions, and digital services, IN Groupe is the global leader in secure identity and trust services. Every day, our 4,000 employees across 40 countries work to ensure that everyone has access to a reliable and secure identity, both in the physical and digital worlds. With our solutions and our international network of 10 R&D centers, we support governments and businesses in more than 130 countries.

Joining IN Groupe means helping to shape the future of the identity and secure transaction market. Become part of our international teams — driven by innovation and proud to design solutions that make life easier and protect personal data for millions of people around the world.

ABOUT THE TEAM & ROLE

IN Smart Identity Poland division delivers world‑class digital identity solutions used globally for secure document provisioning, verification, and mobile identity use cases. As a L1 Support Engineer, you will join a growing operations team responsible for maintaining the stability, performance, and reliability of mission‑critical platforms.

You will work closely with SRE, Development, Infrastructure, and Security teams to ensure smooth operations, efficient deployments, and rapid incident resolution. This role requires strong analytical thinking, ownership, and the ability to communicate technical details clearly to various stakeholders. The position is based in Łódź, Poland, and operates in a 24/7 shift model.

MAIN RESPONSABILITIES

• Platform monitoring — observe system health, react to alerts, and address issues reported by end users.

• Incident troubleshooting — analyze logs, investigate failures, generate reports, and support capacity planning.

• Problem resolution — work independently on root cause identification and implement temporary or permanent workarounds.

• SLA‑driven recovery — ensure operational recovery within agreed service levels using standard or ad‑hoc procedures.

• Continuous improvement — analyze recurring incidents, propose long‑term solutions, and collaborate with product teams on monitoring enhancements.

• Cross‑team collaboration — work closely with SRE, Development, Infrastructure, and Security teams.

• Deployment support — assist in deploying new versions of infrastructure and applications across lower environments.

• System installation & configuration — install, configure, and test software and hardware in line with IN Groupe standards.

• Infrastructure maintenance — ensure performance, reliability, and service continuity.

• Automation — automate repetitive tasks and routine configurations using scripting.

• Documentation — maintain clear system configuration and operational documentation.
  

REQUIREMENTS

• Customer‑oriented mindset with strong focus on problem resolution.

• Communication skills — ability to articulate technical details to different audiences.

• Experience with monitoring, ticketing, and log analysis tools (Grafana, Prometheus, JIRA, OpenSearch/Kibana).

• Experience supporting mission‑critical production environments.

• Ability to work independently and as part of a team.

• Nice to have: experience with Jenkins, Helm charts, AWS, Kubernetes.

• Strong willingness to learn new technologies quickly.

• Readiness to work in 12‑hour shifts, including nights and weekends, to support 24/7 operations.

• English proficiency at B2/C1 level.

BENEFITS OF JOINING IN GROUPE

✨ What you’ll get (beyond the job itself)

Most important: employment based on an employment contract

At IN Groupe, we build secure identities and digital trust for millions of people worldwide - but we also make sure our teams feel secure, supported, and inspired every day.

Here’s what that means in practice:

🧑‍⚕️ Your health & security come first

• Private medical care (Medicover) - base package fully covered for you, with the option to include your loved ones

• Group life insurance - base package fully financed by the company

• Access to a benefits cafeteria - flexible and not limited to sports or culture

🧠 Grow your skills. Shape your path.

• Annual development budget (2000 PLN) - use it for conferences, books, or training that actually supports your work

• Access to IN Academy - our global learning platform co-created by employees across the group

• English classes during working hours

🏋️ Stay active, your way

• Multisport card (60% co-financed) with multiple package options

• Possibility to include family members - kids, students, and seniors

🏢 Work comfortably

• Free parking

• Office stocked with coffee, fresh fruit, and snacks

🤝 A team you actually want to spend time with

• We’re a growing, 40-person team in Poland - small enough to know each other, big enough to make an impact.

• Regular team integrations and meetups

• Monthly “Coffee Talks” - project updates, knowledge sharing, and good food

• Internal tech & topic meetups with invited speakers (you help choose the topics)

🎲 More than just work

• Ping-pong tournaments, board game sessions, and informal hangouts

• Community team - join it and have a real influence on company initiatives, events, and workplace experience

🌍 Work that matters

• You’ll be part of a global organization with a unique legacy (Imprimerie Nationale) and a clear mission: to protect identities and secure digital interactions for millions of people worldwide.

💡 Why it’s different here

• We combine the stability and scale of an international group with the atmosphere of a close-knit team in Poland.

• You’re not just joining a company - you’re helping build how trust works in the digital world.