Requirements

Optional technologies

MongoDB

Operating system

Linux

Our requirements

• 3+ years of professional experience in similar positions
• Fluency in English (B2, C1 nice to have)
• Good understanding of networking protocols, network principles and technologies inter-dependencies (application, OS, routers, IP, PKI, firewalls, API, LAN, WLAN, HTTP(S), TCP/UDP, DNS, DHCP)
• Good Linux system administration level skills such as gathering logs, executing scripts, hands-on experience in Linux CLI tooling (ip, systemctl, curl, ssh, tcpdump, traceroute, ping, systemctl etc.)
• Very good troubleshooting skills and attention to details
• You are Customer and Customer’s goals oriented
• You’re able to work in context-switching situations, you are diligent and take responsibility to ensure progress on multiple issues at the same time
• You’re analytical, so over time you’ll be able to solve harder problems on your own and give feedback on missing tools / documentation for recurring problems

Optional

• Bachelor’s degree in engineering
• CCNA+ level network understanding
• Understanding of complex multi-server architectures with load balancers, MongoDB, device management protocols, and REST API automation with external tools
• Experience in IT monitoring software – admin or user

Your responsibilities

• Manage customer issues related to the configuration and integration of the UMP application as the 2nd line of support
• Ensure and maintain high satisfaction of our clients
• Cooperate with customers via Jira Service Management / remote meetings to solve 1st line escalations requiring application logic reconfiguration to ensure customer business use-cases are fulfilled
• Troubleshoot whether issues are located in our application or within surrounding systems
• Cooperate with project management and product teams
• Escalate and cooperate in finding solutions with 3rd line of support in product teams
• Perform application reconfiguration delegated by project managers
• Provide insightful feedback on missing tooling to project managers, development / site reliability engineering teams
• Ensure high quality of our knowledge base
• Prepare, test and document work-around procedures and customer specific procedures for execution in the 1st and 2nd line of support
• Identify and improve the insufficient application documentation areas
• Maintain project documentation and update it with changes introduced in the support period
• Work in a single shift (CET, business working hours)
• After several months of onboarding, take extra-paid 24/7 on-call support duties to handle 1st line escalations for critical application-logic related issues incoming outside of regular office hours in Poland