You are a seasoned Professional with prior experience in providing technical support in the telecom industry.
You will contribute to the team’s work by bringing along and sharing relevant technical expertise and customer support tools and best practices.
A typical day in life of Senior SaaS Engineer, Technical Support: you respond to technical issues reported by internal teams or customers from all around the world. Then cooperate with the customer collecting and reviewing logs, verifying performance data, validating configuration, taking advantage of a wide range of diagnostic methods with the aid of a product knowledge base and both own and colleagues’ experience. If despite performing such an advanced analysis the problem cannot be solved, you will consult the matter with product experts or involve R&D engineers directly responsible for product development.
responsibilities :
Providing engineering-level phone, email and online technical assistance to ADTRAN’s customers and internal teams
Sharing knowledge and experience via coaching, internal training and regular contribution to Knowledge Bases
Supporting internal requests and projects in SaaS area
Administration and maintenance of equipment, applications and tools used for support purposes
requirements-expected :
Candidates joining as Senior SaaS Engineers will need to demonstrate command of relevant technical skills, soft skills (in particular excellent communication) and technical support know-how
Experience in commissioning, testing and maintaining SaaS systems
Experience in providing remote (phone, email or online based) technical support in IT or telecom environment will be an additional advantage
Very good language skills in written and spoken English, including professional and business-related vocabulary, are essential
Willingness to constantly acquire new and update existing knowledge, work well with a team, and eagerness to build good relations with external customers
Degree in Telecommunications, Computer Science or similar
AWS and its services in the context of SaaS
SaaS monitoring solutions (Datadog, New Relic, Grafana, Prometheus, OpenTelemetry)
Wireless local area network (Wi-Fi) standard and components
OSI/ISO and TCP/IP models along with an understanding of routing and switching
Network management and network troubleshooting tools like Wireshark, tcpdump, Acryclic Wifi Sniffer
Experience with ADTRAN products will be an additional advantage
offered :
Very good salary reflecting demands of on-call system participation and stable employment conditions based on an employment contract
Joining highly-recognized team with established structure and proven performance
Clear technical career path and competence development program
Comprehensive, technical support specific, English communication skills development program
Comprehensive technical enabling program at the start of the employment and regular periodic upskill training events
Daily contact with associates and customers from all over the world. Possibility to occasionally travel to other countries in Europe, USA and Asia for customer projects and internal training courses.
Opportunities for personal development, including career progression by changing jobs and departments within the company
Flexible working hours and possible hybrid work
1 additional vacation day per year for all, and 1 more after 10 years being with us
3% employer contribution to PPK
Paid employee referral program
Multisport Card
Private Health Care at Medicover (extended package for employees and possibility to enroll family members)
Strong team-oriented and friendly work culture
Access to various sports activities and events
Modern office (well-equipped gym and playroom) close to the SKM/PKM stations
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
