Senior L2 Support Engineer

Xopero Software has over 17 years of experience providing Backup & Disaster Recovery solutions such as Xopero ONE, Xopero Unified Protection, and GitProtect. Their products protect IT environments, applications, and code repositories globally, serving clients from small companies to global brands like T-Mobile, Avis, and Quest Diagnostics.

• Minimum 4 years of experience as L2/L3 Support Engineer or similar, preferably in a product company.
• Proficient with Windows and Linux systems and infrastructure problem diagnosis.
• Knowledge of VMware or Hyper-V environments and basic cloud architecture (AWS and/or Azure).
• Good understanding of networking concepts (TCP/IP, DNS, routing, firewalls) and storage.
• Ability to automate work using modern AI tools and scripting.
• Fluent communication in Polish and English (minimum B2).

Nice to have:

• Experience with Backup & Disaster Recovery solutions.
• Knowledge of backup and data restoration concepts.
• Experience with SaaS Backup solutions (Microsoft 365, Google Workspace, GitHub, GitLab) or GitProtect.
• Certifications in VMware, Microsoft Azure, ITIL, or CompTIA.
• Basic SQL knowledge.
• Experience with monitoring tools (Zabbix, Grafana, Prometheus).
• Basic knowledge of C#.
• Proficiency in German language.

• Take over and independently resolve escalations from L1 support, diagnose issues, reproduce errors, and document their course.
• Analyze logs and client environments running on Windows, Linux, VMware, Hyper-V, and cloud platforms (AWS, Azure, GCP).
• Collaborate with the R&D team to report bugs, verify fixes, and provide full technical context.
• Support Enterprise clients and MSP partners during implementations and ongoing technical support.
• Create and maintain knowledge base articles, runbooks, and escalation procedures.
• Use modern automation tools and AI to automate repetitive tasks and build diagnostic tools.
• Communicate with clients in Polish and English via tickets, emails, meetings, and calls.
• Participate in on-call duty rotations.

Only candidates fluent in Polish and English (minimum B2) are considered. German language skills are a plus. The role involves remote work with possible locations in Poland.