Senior Technical Support Engineer

  • Full time
  • Prague
  • Posted 3 weeks ago
REST API (nice to have)
MongoDB (nice to have)
LAN (advanced)
API (advanced)
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 workaround 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).
    • With flexibility of working hours combined with home or onsite office of your choice.
    • 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.
  • 3+ years of professional experience in similar positions
  • Fluent in English (B2).
  • 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).
  • Basic 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 detail.
  • Personality:
    • 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 & give feedback on missing tools / documentation for recurring problems.
  • Nice to have:
    • bachelor’s degree in engineering,
    • CCNA+ level network understanding is really desired,
    • Understanding of complex multi-server architectures with load balancers, MongoDB, device management protocols, 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 & basic system administration).
  • The usual stuff, such as:
    • Flexible working hours / fully remote work after onboarding.
    • Multisport card.
    • Company’s own parking and bike room.
    • A relaxed work atmosphere – no dress code, no open space.

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