[CSP] Support Manager

AVSystem; Kraków; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Multisport

Individual health insurance

Flat organizational structure

Technologist-first culture

Job summary

AVSystem is seeking a Support Manager for the Project Management Office in Kraków to lead a dedicated 1st/2nd line team delivering top-tier service for UMP deployments.

You will own the health of support contracts through strategic communication and deep technical understanding of network device management, interfacing with Product Management and SRE as needed.

Qualifications

• 3+ years in a leadership or managerial role within a technical support or customer success environment (B2B software/SaaS).
• Telco/Network background with understanding of networking protocols (TCP/IP, DHCP, DNS, HTTP/S); TR-069 familiarity is a plus.
• Analytical mindset to identify trends, root causes, and proactive interventions.
• Exceptional English (C1+) and Polish (C2) for international client meetings.
• Experience with Jira Service Management, Confluence, and CRM tools.

Responsibilities

• Lead & mentor a team of 1st and 2nd line support engineers, fostering accountability, continuous learning, and technical curiosity.
• SLA Management: oversee the lifecycle of support tickets in Jira Service Management, ensuring incidents and requests are resolved within SLAs.
• Contractual Oversight: monitor accounts with active support contracts, identifying opportunities for service expansion or proactive maintenance.
• Deep understanding of AVSystem's UMP architecture and its interactions with CPEs via TR-069, TR-369, and SNMP.

Skills

Team Leadership

SLA Management

Process Improvement

Client Relations

Analytical Mindset

English Proficiency

Education

CCNA (Nice to Have)

Tools

Jira Service Management

Confluence

CRM tools

Job description

Project Management Office (PMO) is is primarily centered on service delivery excellence, client satisfaction, and operational efficiency. As the Support Manager for AVSystem products, including our flagship Unified Management Platform (UMP ), you will bridge the gap between technical excellence and client success. You will lead a dedicated support team ensuring that our Tier-1 and Tier-2 Telco and ISP clients receive world-class assistance.

This is a high-impact role where you will not only manage people but also take ownership of the health and longevity of our support contracts through strategic communication and deep technical understanding of network device management.

Key Responsibilities

1. Team Leadership & Operations

Lead & Mentor: Manage a team of 1st and 2nd line support engineers, fostering a culture of accountability, continuous learning, and technical curiosity.

SLA Management: Oversee the lifecycle of support tickets in Jira Service Management, ensuring all incidents and requests are resolved within agreed-upon SLAs.

Process Improvement: Refine support workflows, documentation standards, and internal knowledge bases to increase team efficiency.

Service Delivery Oversight: Take responsibility for selected Professional Services delivered by the support team, including device integrations, onboarding activities, and related technical enablement tasks.

2. Account Management & Client Relations

Quarterly Business Reviews (QBRs): Prepare and lead QBRs with key accounts to present support metrics, analyze trends, and align our services with the client’s evolving business goals.

Relationship Building: Act as the primary point of escalation for clients, building trust and maintaining long-term partnerships with technical and business stakeholders.

Contractual Oversight: Monitor accounts with active support contracts, ensuring we deliver on our promises and identifying opportunities for service expansion or proactive maintenance.

3. Technical Product Advocacy (UMP)

Deep Understanding: Gain and maintain a high-level understanding of the UMP architecture, including its role as an ACS (Auto Configuration Server / USP Controller) and its interaction with CPEs via TR-069, TR-369, and SNMP.

Problem Synthesis: Translate complex technical issues (related to device provisioning, monitoring, or network protocols) into clear business impacts for the client.

Feedback Loop: Work closely with Product Management and Site Reliability Engineering (SRE) to advocate for client-requested features and report recurring technical bottlenecks.

Requirements

Experience: 3+ years in a leadership or managerial role within a technical support or customer success environment (preferably in a B2B software/SaaS company).

Telco/Network Background: Solid understanding of networking protocols (TCP/IP, DHCP, DNS, HTTP/S) and a background in the Telecommunications industry. Familiarity with device management standards (TR-069) is a significant plus.

Analytical Mindset: Ability to analyze support data to identify trends, root causes, and areas for proactive intervention.

Communication: Exceptional English (C1+) and Polish skills (C2- we speak Polish on a daily basis), with the ability to lead high-stakes meetings with international corporate clients.

Tools: Experience with Jira Service Management, Confluence, and CRM tools.

Nice to Have

CCNA or equivalent network certification.

Knowledge of Linux environment (CLI) and basic understanding of API integrations (REST/SOAP).

Experience working with large-scale distributed systems or IoT platforms.

What We Offer

Opportunity to work on a product used by global Telco and ISP leaders.

A flat organizational structure where your decisions have a real impact.

A "technologist-first" culture (including the legendary "Good Lood" ice cream and a relaxed, non-corporate atmosphere).

Possibility for Multisport and individual health insurance.

Come join the best!

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