Technical Support Engineer

Proximus sp. z o.o. is the owner of the SMSEagle brand, a leading provider of hardware SMS gateways worldwide with clients in over 130 countries. It is a Polish product company creating proprietary technologies combining hardware and software to provide reliable and secure communication solutions for businesses and institutions. The company operates according to ISO 27001 standards and emphasizes information security at all stages of cooperation. SMSEagle develops solutions integrating hardware and software since 2012, serving emergency services, public institutions, and global corporations.

• Minimum 2 years of experience in technical support roles (helpdesk, service desk, L1/L2) or IT administration.
• English language proficiency at minimum B2 level for technical communication.
• Ability to read application and web server logs (e.g., Apache, PHP) and evaluate configuration, network, or software issues.
• Practical knowledge of Linux system administration via console, SSH, log review, and basic commands.
• Understanding of computer networking fundamentals: TCP/IP, DNS, DHCP, routing, firewall, VPN.
• Understanding API (REST/HTTP) functionality and ability to test requests using tools like curl or Postman.
• Ability to run, read, and modify simple scripts (e.g., Bash, Python).
• Analytical approach, curiosity, and independence in problem diagnosis.
• Ability to clearly explain technical issues to people with varying knowledge levels.
• Patience, attentive communication, and customer orientation, including handling difficult situations.
• Good time management and ability to prioritize multiple tickets simultaneously.

Nice to have:

• Experience supporting hardware appliances or telecommunication solutions (GSM/LTE modems, SIM cards).
• Technical education (e.g., computer science, telecommunications, electronics, automation).
• Knowledge of IT monitoring systems (e.g., Zabbix, Nagios, PRTG).
• Knowledge of SNMP, SMTP, LDAP / Active Directory protocols.
• Basic knowledge of databases and SQL language.
• Experience working with ticketing systems and knowledge bases.
• Experience with international customers.
• IT certifications (e.g., CompTIA, LPI, CCNA).
• Ability to utilize AI solutions in work.

• Provide first-line technical support for clients and partners via email, ticket system, phone, and online meetings mainly in English.
• Diagnose and resolve issues with SMSEagle devices including configuration, network, modems, SIM cards, API integrations, and plugins.
• Analyze logs, reproduce reported issues in test environments, and run diagnostic and service scripts.
• Prepare detailed tickets for the development team to address software changes.
• Handle complaint and service requests (RMA) in cooperation with other departments.
• Create and update knowledge base materials such as FAQs, instructions, and application notes.
• Support sales and partners in pre-sales technical inquiries.
• Provide customer feedback and improvement suggestions to the product team.
• Test new software versions from a user perspective prior to release.
• Ensure a high quality of customer service.