AVSYSTEM
AVSYSTEM
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Senior Technical Support Engineer

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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 EST 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