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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, 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.
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.