2nd Line Support Engineer

We are seeking a 2nd Line Support Engineer who will provide application support to our customers. You will collaborate with customers and internal teams to offer 2nd line support, manage technical customer issues within Service Level Agreements (SLAs), configure the application to meet customer business use cases, ensure the quality of our knowledge base, and provide feedback to product teams.

Your primary focus will be on supporting the Unified Management Platform (UMP), which is a flagship product of AVSystem targeted at telecoms. It enables automatic setup, upgrades, and monitoring of all client routers and other network devices.

Once you're in the role you will

• 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

What makes you an ideal candidate

• 3+ years of professional experience in similar positions
• Fluency 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

Bonus points for

• 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

Why work with us

• 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)
• Some usual stuff
• Flexible working hours and fully remote work after onboarding
• Kitchen full of snacks and treats (including Good Lood ice cream)
• Multisport card
• Medical care
• Car parking area and bike room
• A relaxed work atmosphere – no dress code, no open space!