AVSYSTEM
AVSYSTEM
back
Back to offers

2nd Line Technical Support Engineer

apply

2nd Line Technical Support Engineer

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.