Senior Technical Support Engineer

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