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  • Senior Technical Support Engineer
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    Senior Technical Support Engineer

    Kraków
    16 000 - 20 000 PLNNet/month - B2B
    13 300 - 16 600 PLNGross/month - Permanent
    Type of work
    Full-time
    Experience
    Senior
    Employment Type
    B2B, Permanent
    Operating mode
    Remote
    AVSystem

    AVSystem

    At AVSystem, we develop a leading IoT device management platform trusted by top enterprise companies, innovative device management solutions for the telecommunications industry, and guest WiFi services available at well-known airports and galleries. With nearly 200 specialists on board, we deliver cutting-edge technology and lead the way in standardizing LwM2M and other protocols.

    Company profile

    Tech stack

      Linux

      advanced

      Network Protocols

      advanced

      CCNA

      nice to have

      REST API

      nice to have

      MongoDB

      nice to have

    Job description

    Senior Technical Support Engineer


    As a Senior Technical Support Engineer you will provide application support to our customers. You will cooperate with customers and internal teams to provide 2nd line of support – manage technical customer issues within Service Level Agreements (SLAs), configure the application to meet customer business use-cases, ensure quality of our knowledge base and provide feedback to product teams.


    You will mainly support the Unified Management Platform (UMP) which is a flagship product of AVSystem targeted at telecoms. It allows for an automatic setup, upgrades, and monitoring of all client routers and other network devices.


    Responsibilities

    • Manage customer issues related to the configuration and integration of the UMP application as the 2nd line of support
    • Ensure and maintain high satisfaction of our clients
    • Cooperate with customers via Jira Service Management / remote meetings to solve 1st line escalations requiring application logic reconfiguration to ensure customer business use-cases are fulfilled
    • Troubleshoot whether issues are located in our application or within surrounding systems
    • Cooperate with project management and product teams
    • Escalate and cooperate in finding solutions with 3rd line of support in product teams
    • Perform application reconfiguration delegated by project managers
    • Provide insightful feedback on missing tooling to project managers, development / site reliability engineering teams
    • Ensure high quality of our knowledge base
    • Prepare, test and document work-around procedures and customer specific procedures for execution in the 1st and 2nd line of support
    • Identify and improve the insufficient application documentation areas
    • Maintain project documentation and update it with changes introduced in the support period
    • This job requires coverage of 4 hours during the PST business time zone (e.g., 14:00-18:00 CET) on certain days, and coverage from 16:00-22:00 CET on other days, 3 to 5 days a week.
    • The role also requires in-office presence in the Kraków office 3 days a week (CET), except on the days when EST time coverage is needed.


    Qualifications

    • 3+ years of professional experience in similar positions
    • Fluent in Polish (C1) and English (B2, C1 nice to have)
    • Good understanding of networking protocols, network principles and technologies inter-dependencies (application, OS, routers, IP, PKI, firewalls, API, LAN, WLAN, HTTP(S), TCP/UDP, DNS, DHCP)
    • Good Linux system administration level skills such as gathering logs, executing scripts, hands-on experience in Linux CLI tooling (ip, systemctl, curl, ssh, tcpdump, traceroute, ping, systemctl etc.)
    • Very good troubleshooting skills and attention to details
    • Personality
    • You are Customer and Customer’s goals oriented
    • You’re able to work in context-switching situations, you are diligent and take responsibility to ensure progress on multiple issues at the same time
    • You’re analytical, so over time you’ll be able to solve harder problems on your own and give feedback on missing tools / documentation for recurring problems
    • Nice to have:
    • Bachelor’s degree in engineering
    • CCNA+ level network understanding
    • Understanding of complex multi-server architectures with load balancers, MongoDB, device management protocols, and REST API automation with external tools
    • Experience in IT monitoring software – admin or user


    What we offer

    • You’ll have a chance to deepen your expertise in maintenance to help us shape the way we support critical applications for telecommunications companies
    • You’ll help us grow a leading Polish IoT / device management company that creates software used by tier-1 telcos (e.g. Orange, Vodafone) around the world and makes Internet connection possible for millions of end-users
    • Many career paths and employee development options
    • Transition to Project Manager role (application-level design / planning / deployment in the context of customer business use-case)
    • Technical specialization (supporting our Site Reliability Engineers by working on optimizing our monitoring infrastructure and basic system administration)
    • The usual stuff, such as
    • Medical care
    • Multisport card
    • Company’s own parking and bike room
    • Kitchen full of snacks and treats (including Good Lood ice cream)
    • Onsite gym and chillout space
    • A relaxed work atmosphere – no dress code, no open space
    16 000 - 20 000 PLN

    Net/month - B2B

    13 300 - 16 600 PLN

    Gross/month - Permanent

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