Senior Technical Support Engineer

Miejsce pracy: Kraków | Remote

AVSystem

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 (what you will do):

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 workaround 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.
Work in a single shift (CET, business working hours).
- With flexibility of working hours combined with home or onsite office of your choice.
- After several months of onboarding, take extra-paid 24/7 on-call support duties to handle 1st line escalations for critical application-logic-related issues incoming outside of regular office hours in Poland.

Qualifications:

3+ years of professional experience in similar positions
Fluent in English (B2).
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).
Basic 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 detail.
Personality:
- 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 & give feedback on missing tools / documentation for recurring problems.
Nice to have:
- bachelor’s degree in engineering,
- CCNA+ level network understanding is really desired,
- Understanding of complex multi-server architectures with load balancers, MongoDB, device management protocols, 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 & basic system administration).
The usual stuff, such as:
- Flexible working hours / fully remote work after onboarding.
- Multisport card.
- Company’s own parking and bike room.
- A relaxed work atmosphere – no dress code, no open space.

The technologies we use:

We have heterogeneous deployments on bare metals, virtualization and increasingly clouds and Kubernetes ones. Other than that — Ansible, Zabbix, Elastic stack, Atlassian stack. Various network stuff like pfsense and Shorewall for VPN automation. Lots of Python scripts and Django systems. And many many more!

Salary:

12 000 – 16 000 PLN B2B

+ paid days off

Praca

Senior Technical Support Engineer

Miejsce pracy: Kraków | Remote

AVSystem

Responsibilities (what you will do):

Qualifications:

What we offer:

The technologies we use:

Salary:

12 000 – 16 000 PLN B2B

Aplikuj

Zobacz inne oferty

Więcej ofert pracy

Site Reliability Engineer

DevOps Engineer (cloud)

Senior Cloud Services Engineer

Site Reliability Engineer – UMP