2nd Line Technical Support Engineer (IoT)

Join our team and become a key technical partner for enterprise customers using our IoT platform worldwide. As a 2nd Line Technical Support Engineer, you will work directly with clients, solving complex technical issues, supporting live environments and ensuring a high-quality customer experience. This role sits at the intersection of engineering, customer communication and problem-solving. If you enjoy deep technical troubleshooting and working closely with customers, this role is for you. Key responsibilities • Provide advanced (2nd line) technical support for enterprise IoT customers, handling escalated incidents and service requests. • Analyze, troubleshoot and resolve complex system, integration and networking issues in production environments. • Act as a client-facing technical point of contact, clearly communicating root causes, solutions and next steps. • Cooperate closely with 1st line support, engineering and product teams to resolve issues efficiently. • Support customers during PoCs, rollouts and production operations, including testing and validation. • Monitor system behavior and proactively identify potential issues before they impact customers. • Maintain and improve technical documentation, including troubleshooting guides and customer-specific procedures. • Contribute feedback from customers to improve support processes, tooling, and product quality. • Once fully onboarded, participate in a 24/7 on-call rotation (additional paid opportunity). Actual interventions are rare and mostly involve 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). • Ability to communicate complex technical topics clearly to customers. • Fluent in Polish and English (spoken and written). • Strong analytical mindset, attention to detail, and ownership of issues. • 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 in client-facing or customer support roles for B2B or enterprise customers. • Knowledge of IoT technologies and protocols. • Familiarity with containerized environments (Docker, Kubernetes). • Experience with monitoring tools, alerting systems. • Networking certifications (e.g. CCNA) or equivalent practical knowledge. What we offer • 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 direct interaction with enterprise customers. • Challenging technical problems that encourage learning and innovation. • 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.