Senior L2 Support Engineer

Xopero Software has been helping companies protect data for over 17 years by creating Backup & Disaster Recovery solutions such as Xopero ONE, Xopero Unified Protection, and GitProtect. Their products secure IT environments, applications, and code repositories globally, serving clients from small businesses 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 capable of diagnosing infrastructure issues.
• 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 such as VMware, Microsoft Azure, ITIL, or CompTIA.
• Basic SQL knowledge.
• Experience with monitoring tools like Zabbix, Grafana, Prometheus.
• Basic knowledge of C#.
• German language skills.

• Take over and independently resolve escalations from the L1 team by diagnosing issues, reproducing errors, and documenting them.
• Analyze logs and client environments running on Windows, Linux, VMware, Hyper-V, and cloud platforms AWS, Azure, and GCP.
• Collaborate with the R&D team to report bugs, verify fixes, and provide full technical context.
• Support Enterprise clients and MSP partners during deployments and ongoing technical support.
• Create and develop knowledge base articles, runbooks, and escalation procedures.
• Use modern automation tools and build diagnostic tools to automate repetitive tasks.
• Communicate with clients in Polish and English via tickets, email, meetings, and calls.
• Participate in on-call duty shifts.