Support Manager (UMP Product)

Wymagania:
- Experience: 3+ years in a leadership or managerial role within a technical support or customer success environment (preferably in a B2B software/SaaS company).
- Telco/Network Background: Solid understanding of networking protocols (TCP/IP, DHCP, DNS, HTTP/S) and a background in the Telecommunications industry. Familiarity with device management standards (TR-069) is a significant plus.
- Analytical Mindset: Ability to analyze support data to identify trends, root causes, and areas for proactive intervention.
- Communication: Exceptional English (C1+) and Polish skills (C2- we speak Polish on a daily basis), with the ability to lead high-stakes meetings with international corporate clients.
- Tools: Experience with Jira Service Management, Confluence, and CRM tools.

Mile widziane:
- CCNA or equivalent network certification.
- Knowledge of Linux environment (CLI) and basic understanding of API integrations (REST/SOAP).
- Experience working with large-scale distributed systems or IoT platforms.

O firmie:
- Welcome to AVSystem, where "Work with the best" is more than a motto, it's our way of life.
- Rooted in Poland with a global reach, we are a dynamic, mid-sized product company built on trust, respect, and innovation. Our team, a diverse group of talented professionals, is our greatest asset. Joining us means becoming part of a community that values expertise, creativity, and a passion for technology. Here, professionalism and high quality are not just goals but our everyday reality. Embark on a journey with AVSystem where opportunities are boundless, growth is driven by passion, and every success is a shared celebration. Work with the best – work with AVSystem! 🚀✨

Zakres obowiązków:
- 1. Team Leadership & Operations
- • Lead & Mentor: Manage a team of 1st and 2nd line support engineers, fostering a culture of accountability, continuous learning, and technical curiosity.
- • SLA Management: Oversee the lifecycle of support tickets in Jira Service Management, ensuring all incidents and requests are resolved within agreed-upon SLAs.
- • Process Improvement: Refine support workflows, documentation standards, and internal knowledge bases to increase team efficiency.
- • Service Delivery Oversight: Take responsibility for selected Professional Services delivered by the support team, including device integrations, onboarding activities, and related technical enablement tasks.
- 2. Account Management & Client Relations
- • Quarterly Business Reviews (QBRs): Prepare and lead QBRs with key accounts to present support metrics, analyze trends, and align our services with the client’s evolving business goals.
- • Relationship Building: Act as the primary point of escalation for clients, building trust and maintaining long-term partnerships with technical and business stakeholders.
- • Contractual Oversight: Monitor accounts with active support contracts, ensuring we deliver on our promises and identifying opportunities for service expansion or proactive maintenance.
- 3. Technical Product Advocacy (UMP)
- • Deep Understanding: Gain and maintain a high-level understanding of the UMP architecture, including its role as an ACS (Auto Configuration Server / USP Controller) and its interaction with CPEs via TR-069, TR-369, and SNMP.
- • Problem Synthesis: Translate complex technical issues (related to device provisioning, monitoring, or network protocols) into clear business impacts for the client.
- • Feedback Loop: Work closely with Product Management and Site Reliability Engineering (SRE) to advocate for client-requested features and report recurring technical bottlenecks.

Oferujemy:
- Opportunity to work on a product used by global Telco and ISP leaders.
- A flat organizational structure where your decisions have a real impact.
- A "technologist-first" culture (including the legendary "Good Lood" ice cream and a relaxed, non-corporate atmosphere).
- Possibility for Multisport and individual health insurance.