Senior Technical Support Engineer – UMP
Product: UMP
Level: Regular/Senior
Contract: B2B/UoP
Location: Kraków/remote
Salary UoP: 11 700 - 17 400
Salary B2B: 14 000 - 20 000
Holiday: 20+ paid days
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 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
- Work in a single shift (CET, business working hours)
- 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, 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
- Flexible working hours and fully remote work after onboarding
- Multisport card
- Company’s own parking and bike room
- A relaxed work atmosphere – no dress code, no open space
Senior Technical Support Engineer – UMP
Product: UMP
Level: Regular/Senior
Contract: B2B/UoP
Location: Kraków/remote
Salary UoP: 11 700 - 17 400
Salary B2B: 14 000 - 20 000
Holiday: 20+ paid days
