Support Engineer (Networking)

Snowrelic Inc; Kraków; On-site; PLN 65,000 - 85,000; Full time

Job summary

Snowrelic Inc. seeks a skilled Support Engineer (Networking) to join the Krakow team. You will deliver technical Azure surface support, resolve escalated issues, and work closely with PG engineering to maintain service quality. The role is onsite in Krakow, Poland.

You will leverage TCP/IP, VPN, DNS, and firewall expertise to diagnose complex network problems and support Azure platform customers effectively.

Qualifications

• Strong knowledge of TCP/IP and OSI model across networks.
• Experience with infrastructure and network administration tasks.
• Ability to troubleshoot large network environments with packet analyzers.
• Familiarity with cloud, Windows/Linux, and SDN virtualization concepts.

Responsibilities

• Provide technical Azure customer support, resolving escalated issues on the platform.
• Collaborate with PG engineering and operations to improve support processes and tools.
• Contribute to capacity planning, readiness, and future Microsoft cloud support capabilities.

Skills

TCP/IP & OSI

Infrastructure & network admin

Troubleshooting large networks

Packet analyzers (Wireshark, Network/…

Cloud, Windows/Linux OS, SDN virtualiz

VPN/IPsec/DHCP/DNS/HTTP/MPLS/BGP/L3-L2

Proxy & firewall hands-on

Tools

Wireshark

Network Monitor

Message Analyzer

Azure Platform services

Hyper-V

Active Directory

Job description

Role

Support Engineer (Networking)

Location

Krakow, Poland (onsite)

Qualification

• Strong knowledge and understanding of TCP, IP protocols and OSI model.
• Experience with infrastructure and network administration.
• Expertise troubleshooting large network environments and familiarity with packet sniffers such as Wireshark, Network Monitor, and Message Analyzer.
• Fundamental awareness of private, hybrid, public cloud, operating systems: Windows and/or Linux, and virtualization of SDN technologies.
• Knowledge of VPN, IPsec, DHCP, DNS, HTTP, MPLS, BGP, Layer 3 and Layer 2.
• Hands‑on experience with proxy and firewall.

Technical Skills

• Windows Azure Platform
  • Knowledge of Azure Platform services.
  • Azure development and deployment concepts.
  • Familiarity with troubleshooting.
• Operating System/Virtualization
  • Familiarity with Active Directory, security, and OS internals concepts.
  • Understanding of virtualization concepts and virtual system administration.
  • Experience with Hyper‑V configuration and administration.
• Networking
  • Familiarity with networking concepts: VIPs, NAT, DNS.
  • Familiarity with networking tools such as ping, traceroute, and Wireshark.
  • Understanding of load balancing, geo‑redundancy, CDN, and VPN technologies.
  • Understanding of the OSI model.

Responsibilities

• The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical issues on the Azure Platform, and delivering Azure Technical Support against CPE and workflow efficiency targets. The engineer must identify required tools, cloud access, training, processes, or capabilities to assess customer issues in less than 15 minutes and keep escalations to PG operations below 10% of the volume. The SE must closely collaborate with PG engineering and operations, and other CTS engineers.
• The support engineer plays a critical role in implementing Azure Platform support capabilities, working with PG and Azure Supportability PMs to implement requests, identify technology or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness. The engineer develops relationships with and engages technology‑specific depth queues for customer incident resolution when required.
• Specific measurements include achieving CPE team goals, time to resolution or escalation, enabling a response time similar to competitors, maintaining technical skills through ongoing readiness and platform training, and, in general, participating in the creation of future Microsoft support capabilities for the cloud.