2nd Line Technical Support Engineer (IoT)

Join our team and become a key technical partner for enterprise customers using our IoT platform worldwide. Our platform is built around the LwM2M standard, a global protocol for secure, large-scale IoT device management, used in smart metering, utilities, and industrial applications. You will work on complex technical issues, maintaining production environments and ensuring high-quality service, while gaining deep expertise in large-scale IoT deployments. This role emphasizes technical troubleshooting, systems analysis, and engineering problem-solving. You will work closely with internal teams and enterprise clients to investigate, debug, and resolve escalated technical issues. Key responsibilities • Provide advanced 2nd-line technical support, analyzing and resolving complex system, integration, and networking issues. • Troubleshoot production environments, investigating device and platform behavior end-to-end, escalating only when necessary. • Support enterprise customers during PoCs, rollouts, and production, including LwM2M deployments. • Monitor system behavior and proactively identify potential issues to maintain platform reliability. • Maintain and improve technical documentation, including troubleshooting guides and operational procedures. • Contribute feedback from incidents and production operations to drive product and process improvements. • Once fully onboarded, participate in a paid 24/7 on-call rotation. Interventions are rare, mostly monitoring and standby. Requirements • Bachelor’s degree in Computer Science, Telecommunications, or a related technical field. • 3+ years of experience in technical support, system operations, or a similar engineering role. • Solid understanding of networking fundamentals (DNS, DHCP, HTTP(S), TCP/UDP, PKI). • Strong analytical mindset, attention to detail, and ownership of technical issues. • Ability to communicate complex technical topics clearly to internal teams and clients when required. • Fluent in Polish and English (spoken and written). • Availability to work in a hybrid model (3 days per week onsite in Kraków, 2 days remote). Candidates from other locations must be available for a 2-week onsite onboarding. Bonus points for • Experience with IoT technologies and protocols, including LwM2M. • Familiarity with containerized environments (Docker, Kubernetes). • Experience with monitoring tools and alerting systems. • Networking certifications (CCNA or equivalent practical knowledge). • Experience in client-facing or enterprise support roles. What we offer After ~1 year: • Become a hands-on expert in LwM2M and enterprise IoT systems. • Gain deep experience in troubleshooting and operating complex production environments. • Develop advanced technical skills and operational expertise in large-scale IoT platforms. Looking ahead (~5 years): • Become a recognized global expert in LwM2M and enterprise IoT deployments. • Lead multiple international technical projects and gain visibility among global enterprise clients. • Influence the adoption of IoT standards and the evolution of our platform. • See the tangible impact of your work on mission-critical systems and enterprise operations. Additional benefits: • Opportunity to work with cutting-edge IoT platforms used by leading global technology companies. • A collaborative, supportive engineering culture with real influence on products and processes. • High autonomy in daily work and technical decision-making. • Challenging technical problems that encourage learning, innovation, and deep troubleshooting. • Flexible working hours and a relaxed work atmosphere (no dress code, no open space). • Professional development through training, conferences, and knowledge sharing. • Comprehensive benefits package, including medical care, Multisport card, onsite gym, and chillout space. • Comfortable office amenities: well-stocked kitchen (including Good Lood ice cream 🍦), parking area, and bike room.