Customer Support

Senior Customer Support Engineer (Warsaw, Poland)

Responsibilities:

  • Serve as the primary support contact and technical support liaison to assigned customer, based entirely at the customer site in Warsaw, Poland
  • Maintain information on assigned customer, including contact points, deployment data, remote access method(s), and other information as requested by management
  • Produce a customer-specific operational run-book that will be executed on a daily, weekly and monthly basis to ensure optimal uptime and service availability
  • As necessary, escalate issues to other team members, team leader, team manager, or other teams in accordance with relevant Bytemobile Customer Support procedures
  • Serve as a technical expert within the team; assist and guide engineers in the execution of their duties and problem resolution
  • Travel to customer data centers as required, to fulfill tasks such as issue resolution, upgrades and performing assessments and site/system audits
  • When a software bug is discovered, log issues in the bug tracking system, reproducing the bug and providing all reasonable data to the Engineering Group
  • Create knowledge base documentation for all resolved issues when an existing document does not exist or the issue is not covered by product documentation; review knowledge base documents to ensure that they are technically valid, clear, grammatically correct, and presentable
  • Work toward becoming a subject matter expert in one or more relevant Bytemobile products or solutions and in one or more relevant non-Bytemobile technologies
  • Participate in new product or version readiness programs and ensure technical readiness throughout Customer Support worldwide: learn the new product or version, create knowledge base documentation and provide technical training to other members of Customer Support
  • Write tools and scripts to assist in troubleshooting and support activities
  • Technically engage in and often lead the technical resolution of crisis or emergency situations as requested by the manager and/or vice president, Worldwide Customer Support; promptly alert the team leader and manager to issues that could lead to a crisis or emergency situation
  • If and when required, record time utilization and update records on a weekly basis to ensure that all data logged is accurate
  • Maintain administration of assigned cases, ensuring that case detail and status are accurate and up to date at all times
  • Participate in an on-call rotation: when assigned to be on-call, be available by pager 12 hours per day, 7 days per week, including public holidays; respond to pager alerts immediately and be no more than 30 minutes away from being able to actively engage, log any technical support issues raised in the call tracking system and begin resolution

Required Qualifications:

  • A scientific degree with at least five to eight years of experience in the technical support arena in a software and/or telco environment, preferably in a multinational company dealing with customers and colleagues around the world
  • At least three years’ demonstrated web and application-level experience with protocols such as HTTP/HTML, IMAP, SMTP, POP3, and MAPI
  • At least three years’ IP routing and networking experience in the following areas: VLANs, VPN, firewalls, NAT, load balancing
  • Protocol-level knowledge of internet technology and operations
  • Minimum two years’ UNIX (Linux and/or Solaris) administration
  • Proven technical expertise in mobile and/or internet technologies, with strong problem-solving skills and demonstrated ability to articulate and present technical solutions to address business problems
  • Strong interpersonal and communication skills, both written and verbal, with the ability to develop and maintain strong working relationships at all levels, both with customers and internally
  • Fluency in both Polish and English
  • Demonstrated ability to work well under pressure, manage critical situations and influence without direct authority
  • Operational focus, with proven experience in a results-driven environment
  • Customer focus, with strong teamwork skills and a flexible, self-motivated approach
  • Willingness to work in pager on-call rotation

Desirable Qualifications:

  • Demonstrated mobile networking experience, with skills in CDMA, GSM, GPRS, PDSN, SGSN, GGSN, and tunneling protocols
  • Experience with PERL or C/C++ programming
  • Experience in providing support to a tier-one or tier-two mobile or telecommunications operator
  • Experience as a senior support team member or in a support team lead role, with demonstrated ability to mentor and give direction to others and to work with independence, autonomy and self-reliance
  • Political astuteness and understanding of commercial principles and impact
  • Demonstrable track record of hands-on customer experience as a senior support team member at a tier-one or tier-two mobile operator


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