Technical Support Engineer

Team Summary

We are the first line of defense for a massive global network of smart devices. We provide 24/7 oversight to keep millions of users connected and their devices running smoothly. Operating as a fast-response unit, we focus on five core areas: rapid triage, incident escalation, call leadership, cross-functional communication, and COE initiation. We work closely with engineering to spot and fix technical issues in real time before they impact our customers.

Job Summary

As an L1 Technical Support Engineer, you will be responsible for the continuous 24/7 monitoring of smart device health and performance metrics across rotating shifts, including nights, weekends, and holidays. In this role, you will analyze data dashboards to proactively identify anomalies, performance degradation, and potential issues before they impact customers. You will execute defined runbooks for the timely escalation of technical issues, initiate post-incident corrective actions (COE), and coordinate with engineering teams during bridge calls to ensure system stability around the clock.

Responsibilities and Duties

• Continuously 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 or anomalies before they escalate into customer-impacting events.

• Respond to alerts, triage incidents by severity (Sev 1-5), and escalate critical issues through defined runbooks to appropriate service teams.

• Initiate and track Post-Incident Corrective Actions (COE) to drive root cause analysis and ensure timely closure of technical issues.

• Coordinate with engineering, product, and infrastructure teams during bridge calls to support the resolution of complex incidents.

• Provide accurate updates regarding incident status, impact, and resolution progress within defined SLA timelines.

• Document all incidents, troubleshooting steps, and workarounds in ticketing systems, generating comprehensive shift reports for seamless handovers.

• Continuously refine triage, escalation, and communication runbooks based on retrospective analysis and lessons learned.

Qualifications and Skills

• 1+ years of technical support experience within IT, IoT, or software development environments.

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, HTTP/HTTPS, Wi-Fi protocols) and IoT device ecosystems.

• Basic SQL skills for data querying and practical experience with monitoring tools (e.g., Grafana, CloudWatch, Datadog, Tableau).

• Experience using ticketing systems (e.g., Jira, ServiceNow, Zendesk, or similar).

• Readiness to work 24/7 rotational shifts (including night shifts and weekends) with strong stress resilience during high-priority incidents.

• Strong analytical skills with high attention to detail and the ability to prioritize tasks based on customer impact.

• Excellent team player with a high sense of accountability and effective communication skills.

• At least an Upper-Intermediate level in both 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 major operating systems (Linux, Windows, macOS, Android, iOS).

• Basic scripting knowledge (Python, Bash, or PowerShell) for task automation.

• Experience with network diagnostic tools (ping, traceroute, netstat).

• Familiarity with firmware update processes for remote hardware devices.

We offer multiple benefits that include

• The environment of equal opportunities, transparent and value-based corporate culture, and an individual approach to each team member

• Competitive salary packages with performance-based annual reviews

• Opportunity to receive a Performance Bonus for your individual achievements and a Loyalty Bonus recognizing your dedication to the company

• Employment via Contract of Employment (UoP) in complete alignment with Polish Labour Law

• Guaranteed paid vacation, public holidays, and medical leaves as per statutory regulations

• Continuous growth and development opportunities through internal knowledge hubs, corporate courses, and free English classes

• Comprehensive private medical insurance to supplement your standard NFZ coverage.