Support Manager

As the Support Manager for AVSystem products, including the Unified Management Platform (UMP), you will bridge technical excellence and client success. You will lead a support team ensuring Tier-1 and Tier-2 Telco and ISP clients receive high-quality assistance. This role combines people management with ownership of the health and longevity of support contracts through strategic communication and technical understanding of network device management.

Quick Facts

• Lead a team of 1st- and 2nd-line support engineers.
• Support Tier-1 and Tier-2 Telco and ISP clients.
• Work with the Unified Management Platform (UMP), including ACS and USP Controller capabilities.

Key Responsibilities

Team Leadership & Operations

• Manage and mentor 1st- and 2nd-line support engineers, fostering accountability, continuous learning, and technical curiosity.
• Oversee the lifecycle of support tickets in Jira Service Management, ensuring incidents and requests are resolved within agreed SLAs.
• Refine support workflows, documentation standards, and internal knowledge bases to improve team efficiency.
• Take responsibility for selected Professional Services delivered by the support team, including device integrations, onboarding activities, and related technical enablement tasks.

Account Management & Client Relations

• Prepare and lead Quarterly Business Reviews (QBRs) with key accounts; present support metrics, analyze trends, and align services with evolving client business goals.
• Act as the primary escalation point for clients, building trust and long-term partnerships with technical and business stakeholders.
• Monitor accounts with active support contracts, ensure service commitments are met, and identify opportunities for service expansion or proactive maintenance.

Technical Product Advocacy (UMP)

• Gain and maintain a high-level understanding of UMP architecture, including its role as an ACS (Auto Configuration Server / USP Controller) and its interaction with CPEs through TR-069, TR-369, and SNMP.
• Translate complex issues involving device provisioning, monitoring, or network protocols into clear business impacts for clients.
• Work with Product Management and Site Reliability Engineering (SRE) to advocate for client-requested features and report recurring technical bottlenecks.

Requirements

• 3+ years in a leadership or managerial role in technical support or customer success, preferably in a B2B software/SaaS company.
• Solid understanding of TCP/IP, DHCP, DNS, and HTTP/S, plus a Telecommunications industry background.
• Familiarity with TR-069 is a significant plus.
• Ability to analyze support data to identify trends, root causes, and opportunities for proactive intervention.
• Exceptional English (C1+) and Polish (C2) communication skills, including the ability to lead high-stakes meetings with international corporate clients.
• Experience with Jira Service Management, Confluence, and CRM tools.

Nice to Have

• CCNA or an equivalent network certification.
• Linux CLI knowledge and a basic understanding of REST/SOAP API integrations.
• Experience with large-scale distributed systems or IoT platforms.

What We Offer

• Opportunity to work on a product used by global Telco and ISP leaders.
• A flat organizational structure where your decisions have a real impact.
• A technologist-first culture with a relaxed, non-corporate atmosphere.
• Possibility of Multisport and individual health insurance.