Technical Operations Team Lead (Telco & ISP)

Quick Facts

• Role: Technical Operations Team Lead for Telco & ISP support
• Focus: Tier-1/Tier-2 support operations, SLAs, escalation, client success, and UMP technical advocacy

Description

You will lead a team of 1st and 2nd line support engineers for AVSystem products, including the Unified Management Platform (UMP), bridging technical excellence and client success. The role includes ensuring incidents and requests are resolved within agreed SLAs, serving as the technical escalation point for complex cases, and improving workflows, documentation, and the internal knowledge base. You also own selected professional services delivered by the support team and act as a technical advocate for UMP with Product Management and SRE.

Responsibilities

• Lead and grow a support team; act as escalation owner before issues go to Product or SRE
• Ensure Jira Service Management tickets meet SLA targets
• Improve support workflows, documentation, and internal knowledge base
• Deliver selected Professional Services (device integrations, onboarding, technical enablement)
• Serve as the main technical point of contact for clients and maintain long-term relationships
• Monitor active support accounts, ensure contract delivery, and recommend proactive maintenance or additional services
• Learn and advocate UMP architecture (ACS/USP Controller) and communications via TR-069, TR-369, and SNMP
• Translate provisioning, monitoring, and protocol issues into business impact for clients
• Bring client feature requests and recurring technical bottlenecks to Product Management and SRE

Requirements

• Several years of technical support or operations experience in Telco/ISP/network environments (L2/L3 or equivalent)
• Experience leading people (formal or informal) or at least one year in a managerial role
• Solid knowledge of networking protocols (TCP/IP, DHCP, DNS, HTTP/S) with telecommunications background; TR-069 familiarity is a plus
• CCNA (or equivalent certification)
• Working knowledge of Linux (command line) and basic understanding of REST/SOAP API integrations
• Experience with large-scale network/device management environments (valuable)
• Experience with Jira Service Management and Confluence; CRM is a plus
• Ability to analyze support data to spot trends, root causes, and areas for proactive action
• Use AI tools with strong technical judgment and ownership
• Fluent Polish and very good English (C1)

Benefits

• Contract on B2B or employment (UoP)
• Premium AI tool subscriptions
• Direct line to Product Management and SRE
• Flat structure with real ownership and impact
• Technologist-first culture
• Hybrid work in Kraków (3:2 onsite-to-remote)
• Multisport and individual health insurance options