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Senior Technical Support Engineer

1 month ago

Kraków, Lesser Poland, Czech Republic AVSystem Full time
Job Title: Senior Technical Support Engineer

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 provide exceptional technical support to our customers, ensuring their needs are met and their issues are resolved efficiently.

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 effective solutions to their technical queries.
  • Cooperate with customers via Jira Service Management and 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, and 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.

Requirements:
  • Network protocols
  • Linux
  • CCNA
  • MongoDB
  • REST API

We offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity.