As a Support Engineer, 1st line, you will help us ensure we keep our Service Level Agreements (SLA) of our applications deployed globally for AVSystem consumers. You will be performing 1st line of support duties and handling escalations to 2nd/3rd lines of support. You will specialise in supporting the Unified Management Platform (UMP), which is AVSystem’s flagship product targeted at telecoms.
This is a good start to take over more advanced business or technical roles at a later stage by transitioning to the 2nd Line Support Engineer role in Project Management Office or supporting our Site Reliability Engineers in monitoring and administration of UMP product.
Responsibilities
- Perform 1st line of support duties: acknowledge priority, gather issue details for all AVSystem’s products for telecoms/enterprises using Jira Service Management software
- Solve application-level issues of our UMP product in the telecom domain
- Escalate and cooperate with 2nd/3rd line of support in product teams
- Contribute to our knowledge base
Qualifications
- Fluent in Polish and English (B2/C1)
- Ready to master the complex intricacies of CPE management application, along with domain knowledge and industry best practices
- 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.)
- 3y+ experience in IT monitoring software – admin or user, first line of support or similar position
- 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 like working with people – you’ll work a lot with customers in English (mainly written) and with the internal teams in Polish
- 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
- In-depth knowledge of CPE (eg. home devices) management
- CCNA+ level network understanding is really desired
- Bachelor’s degree in engineering
- Understanding of complex multi-server architectures with load balancers, MongoDB, device management protocols, REST API automation with external tools
What we offer
- You’ll have a chance to become an expert in maintenance, and 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 Technical Account Manager role (application-level maintenance 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
- Medical care
- Multisport card
- Kitchen full of snacks and treats (including Good Lood ice cream)
- Car parking area and bike room
- A relaxed work atmosphere – no dress code, no open space
1st Line Support Engineer
Product: UMP
Level: Regular
Contract: B2B/ UoP
Location: Kraków
Salary UoP: 8 500 - 11 900 gross
Salary B2B: 10 000 - 14 000 PLN net
Holiday: 20+ paid days