Support Manager

AVSystem is a company with products used by global Telco and ISP leaders, including its flagship Unified Management Platform (UMP).

• 3+ years in leadership or managerial role in technical support or customer success, preferably in B2B software/SaaS.
• Solid understanding of networking protocols: TCP/IP, DHCP, DNS, HTTP/S.
• Background in Telecommunications industry; familiarity with TR-069.
• Analytical skills to identify trends and root causes.
• Exceptional English (C1+) and Polish (C2) communication skills.
• Experience with Jira Service Management, Confluence, and CRM tools.

Nice to have:

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

1. Team Leadership & Operations:

• Manage and mentor a team of 1st and 2nd line support engineers.
• Oversee SLA management using Jira Service Management.
• Improve support workflows, documentation, and knowledge bases.
• Oversee delivery of selected Professional Services including device integrations and onboarding.

2. Account Management & Client Relations:

• Prepare and lead Quarterly Business Reviews with key accounts.
• Act as primary escalation point for clients.
• Monitor active support contracts and identify opportunities for service expansion.

3. Technical Product Advocacy (UMP):

• Maintain a deep understanding of UMP architecture as an ACS and its protocols (TR-069, TR-369, SNMP).
• Translate technical issues into business impacts.
• Collaborate with Product Management and Site Reliability Engineering to advocate client needs.

The administrator of personal data processed for recruitment purposes is AVSystem spółka z ograniczoną odpowiedzialnością based in Krakow at Radzikowskiego 47d. Consent for processing personal data is required for recruitment.