Senior Technical Support Engineer @ AVSystem
15 hours ago
As a Senior Technical Support Engineer at AVSystem, you will be responsible for providing application support to our customers. You will work closely with customers and internal teams to provide 2nd line of support, manage technical customer issues within Service Level Agreements (SLAs), configure the application to meet customer business use-cases, ensure quality of our knowledge base, and provide feedback to product teams.
You will mainly support the Unified Management Platform (UMP), a flagship product of AVSystem targeted at telecoms. It allows for an automatic setup, upgrades, and monitoring of all client routers and other network devices.
Key Responsibilities- 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
This role requires coverage of 4 hours during the EST business time zone (e.g., 14:00-18:00 CET) on certain days, and coverage from 16:00-22:00 CET on other days, 3 to 5 days a week. The role also requires in-office presence in the Kraków office 3 days a week (CET), except on the days when EST time coverage is needed.
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