Technical Support Engineer

Team Summary

The team provides 24/7 oversight for a global network of smart devices to keep users connected and devices operating smoothly. Its core focus areas are rapid triage, incident escalation, call leadership, cross-functional communication, and Post-Incident Corrective Action (COE) initiation. The team works with engineering to identify and resolve technical issues in real time before they affect customers.

Description

As an L1 Technical Support Engineer, you will continuously monitor smart-device health and performance metrics across rotating shifts, including nights, weekends, and holidays. You will analyze dashboards to proactively identify anomalies and performance degradation, execute runbooks to escalate technical issues, initiate COEs, and coordinate with engineering teams during bridge calls to maintain system stability.

Responsibilities and Duties

• Monitor customer-facing dashboards, automated detection systems, and performance indicators for smart-device fleets across all shifts.
• Analyze real-time performance data to identify trends and anomalies before they become customer-impacting events.
• Respond to alerts, triage incidents by severity (Sev 1–5), and escalate critical issues through defined runbooks to the appropriate service teams.
• Initiate and track Post-Incident Corrective Actions (COE) to support root-cause analysis and timely issue closure.
• Coordinate with engineering, product, and infrastructure teams during bridge calls to help resolve complex incidents.
• Provide accurate incident-status, impact, and resolution-progress updates within defined SLA timelines.
• Document incidents, troubleshooting steps, and workarounds in ticketing systems; generate comprehensive shift reports for seamless handovers.
• Refine triage, escalation, and communication runbooks using retrospective analysis and lessons learned.

Qualifications and Skills

• 1+ years of technical support experience in IT, IoT, or software development environments.
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, HTTP/HTTPS, and Wi-Fi protocols.
• Understanding of IoT device ecosystems.
• Basic SQL querying skills.
• Practical experience with monitoring tools such as Grafana, CloudWatch, Datadog, or Tableau.
• Experience with ticketing systems such as Jira, ServiceNow, Zendesk, or similar tools.
• Readiness for 24/7 rotational shifts, including nights and weekends, and resilience during high-priority incidents.
• Strong analytical skills, attention to detail, and ability to prioritize tasks by customer impact.
• Effective communication, teamwork, and accountability.
• Upper-Intermediate written and spoken English (B2).

Nice to Have

• Bachelor’s or Master’s degree in Computer Science, Telecommunications, or a related technical field.
• Familiarity with Linux, Windows, macOS, Android, and iOS.
• Basic Python, Bash, or PowerShell scripting for task automation.
• Experience with ping, traceroute, and netstat.
• Familiarity with firmware update processes for remote hardware devices.

Benefits

• Equal-opportunity, transparent, value-based culture and an individual approach to team members.
• Competitive salary with performance-based annual reviews.
• Performance Bonus and Loyalty Bonus opportunities.
• Employment under a Contract of Employment (UoP) aligned with Polish Labour Law.
• Paid vacation, public holidays, and medical leave in line with statutory regulations.
• Internal knowledge hubs, corporate courses, and free English classes.
• Private medical insurance in addition to NFZ coverage.