As the Support Manager for AVSystem products, including our flagship Unified Management Platform (UMP), you will bridge the gap between technical excellence and client success. You will lead a dedicated support team ensuring that our Tier-1 and Tier-2 Telco and ISP clients receive world-class assistance. This is a high-impact role where you will not only manage people but also take ownership of the health and longevity of our support contracts through strategic communication and deep technical understanding of network device management.
Key Responsibilities
1. Team Leadership & Operations
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Lead & Mentor: Manage a team of 1st and 2nd line support engineers, fostering a culture of accountability, continuous learning, and technical curiosity.
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SLA Management: Oversee the lifecycle of support tickets in Jira Service Management, ensuring all incidents and requests are resolved within agreed-upon SLAs.
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Process Improvement: Refine support workflows, documentation standards, and internal knowledge bases to increase team efficiency.
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Service Delivery Oversight: Take responsibility for selected Professional Services delivered by the support team, including device integrations, onboarding activities, and related technical enablement tasks.
2. Account Management & Client Relations
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Quarterly Business Reviews (QBRs): Prepare and lead QBRs with key accounts to present support metrics, analyze trends, and align our services with the client’s evolving business goals.
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Relationship Building: Act as the primary point of escalation for clients, building trust and maintaining long-term partnerships with technical and business stakeholders.
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Contractual Oversight: Monitor accounts with active support contracts, ensuring we deliver on our promises and identifying opportunities for service expansion or proactive maintenance.
3. Technical Product Advocacy (UMP)
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Deep Understanding: Gain and maintain a high-level understanding of the UMP architecture, including its role as an ACS (Auto Configuration Server / USP Controller) and its interaction with CPEs via TR-069, TR-369, and SNMP.
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Problem Synthesis: Translate complex technical issues (related to device provisioning, monitoring, or network protocols) into clear business impacts for the client.
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Feedback Loop: Work closely with Product Management and Site Reliability Engineering (SRE) to advocate for client-requested features and report recurring technical bottlenecks.
Requirements
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Experience: 3+ years in a leadership or managerial role within a technical support or customer success environment (preferably in a B2B software/SaaS company).
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Telco/Network Background: Solid understanding of networking protocols (TCP/IP, DHCP, DNS, HTTP/S) and a background in the Telecommunications industry. Familiarity with device management standards (TR-069) is a significant plus.
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Analytical Mindset: Ability to analyze support data to identify trends, root causes, and areas for proactive intervention.
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Communication: Exceptional English (C1+) and Polish skills, with the ability to lead high-stakes meetings with international corporate clients.
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Tools: Experience with Jira Service Management, Confluence, and CRM tools.
Nice to Have
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CCNA or equivalent network certification.
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Knowledge of Linux environment (CLI) and basic understanding of API integrations (REST/SOAP).
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Experience working with large-scale distributed systems or IoT platforms.
What We Offer
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Opportunity to work on a product used by global Telco and ISP leaders.
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A flat organizational structure where your decisions have a real impact.
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A "technologist-first" culture (including the legendary "Good Lood" ice cream and a relaxed, non-corporate atmosphere).
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Possibility for Multisport and iIndividual health insurance
