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 PST 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.

  • 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

  • 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

AVSystem is technology-oriented company, creating it's own products in the area of IoT, Device Management and WiFi Location. We were founded by two AGH graduates in 2006 and since then we're conquering the world of Telecommunication.

Would you like to check some of our projects? Here are some of open-sourced ones:

https://github.com/avsystem

Focused on technology
As a 15-year-old company, AVSystem is an expert in its field. We help companies around the world deliver better quality of service thanks to our top-class device management solutions. We also focus on WiFi VAS & indoor location as well as other systems for SDN and NFV. Apart from creating software, we actively participate in the standardization process of the LwM2M standard to enable secure device management and service orchestration in the IoT ecosystem. 100+ large companies worldwide prove the superiority of AVSystem’s technology.