2nd Line Technical Support Engineer (IoT)

Join our team and become a key technical partner for enterprise customers using our IoT platform worldwide. As a 2nd Line Technical Support Engineer, you will work directly with clients, solving complex technical issues, supporting live environments and ensuring a high-quality customer experience.

This role sits at the intersection of engineering, customer communication and problem-solving. If you enjoy deep technical troubleshooting and working closely with customers, this role is for you.

Key responsibilities

• Provide advanced (2nd line) technical support for enterprise IoT customers, handling escalated incidents and service requests.

• Analyze, troubleshoot and resolve complex system, integration and networking issues in production environments.

• Act as a client-facing technical point of contact, clearly communicating root causes, solutions and next steps.

• Cooperate closely with 1st line support, engineering and product teams to resolve issues efficiently.

• Support customers during PoCs, rollouts and production operations, including testing and validation.

• Monitor system behavior and proactively identify potential issues before they impact customers.

• Maintain and improve technical documentation, including troubleshooting guides and customer-specific procedures.

• Contribute feedback from customers to improve support processes, tooling, and product quality.

• Once fully onboarded, participate in a 24/7 on-call rotation (additional paid opportunity). Actual interventions are rare and mostly involve monitoring and standby.

  
  

Requirements

• Bachelor’s degree in Computer Science, Telecommunications or a related technical field.

• 3+ years of experience in technical support, system operations or a similar engineering role.

• Solid understanding of networking fundamentals (DNS, DHCP, HTTP(S), TCP/UDP, PKI).

• Ability to communicate complex technical topics clearly to customers.

• Fluent in Polish and English (spoken and written).

• Strong analytical mindset, attention to detail, and ownership of issues.

  
  

Bonus points for

• Experience in client-facing or customer support roles for B2B or enterprise customers.

• Knowledge of IoT technologies and protocols.

• Familiarity with containerized environments (Docker, Kubernetes).

• Experience with monitoring tools, alerting systems.

• Networking certifications (e.g. CCNA) or equivalent practical knowledge.

  
  

What we offer

• Opportunity to work with cutting-edge IoT platforms used by leading global technology companies.

• A collaborative, supportive engineering culture with real influence on products and processes.

• High autonomy in daily work and direct interaction with enterprise customers.

• Challenging technical problems that encourage learning and innovation.

• Flexible working hours and a relaxed work atmosphere (no dress code, no open space).

• Professional development through training, conferences and knowledge sharing.

• Comprehensive benefits package, including medical care, Multisport card, onsite gym, and chillout space.

• Comfortable office amenities: well-stocked kitchen (including Good Lood ice cream 🍦), parking area, and bike room.