Senior Technical Support Engineer
1 month ago
We are seeking a highly skilled Senior Technical Support Engineer to join our team at AVSystem. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.
Key Responsibilities:- Manage customer issues related to the configuration and integration of our Unified Management Platform (UMP) application as the 2nd line of support.
- Ensure and maintain high satisfaction of our clients by providing timely and accurate solutions to their technical queries.
- Cooperate with customers via Jira Service Management and remote meetings to solve 1st line escalations requiring application logic reconfiguration.
- Troubleshoot whether issues are located in our application or within surrounding systems.
- Cooperate with project management and product teams, escalating and cooperating 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, and site reliability engineering teams.
- Ensure high quality of our knowledge base by preparing, testing, and documenting work-around procedures and customer-specific procedures for execution in the 1st and 2nd line of support.
- Identify and improve insufficient application documentation areas.
- Maintain project documentation and update it with changes introduced in the support period.
- Network protocols
- Linux
- CCNA
- MongoDB
- REST API
- A chance to deepen your expertise in maintenance and help shape the way we support critical applications for telecommunications companies.
- Opportunities for career growth and development within a leading Polish IoT/device management company.
- A dynamic and supportive work environment with a flat structure and a range of benefits, including medical care, multisport card, company parking, and more.
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Senior Technical Support Engineer
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