Support Manager

AVSystem; Kraków; On-site; PLN 70,000 - 90,000; Full time

Benefits offered by this job

Multisport

Individual health insurance

Relaxed non-corporate atmosphere

Job summary

AVSystem is seeking a Support Manager to lead a dedicated support team in Kraków, Poland. The ideal candidate will bridge technical excellence and client success, ensuring world-class assistance for our Tier-1 and Tier-2 clients.

This role involves mentoring support engineers, managing SLAs, and conducting Quarterly Business Reviews with clients. A solid understanding of networking protocols and exceptional communication skills in English and Polish are essential for success.

We offer a 'technologist-first' culture, individual health insurance, and opportunities to work on pivotal products for global telecom leaders.

Qualifications

• Minimum 3 years in leadership or managerial role in a technical support environment.
• Solid understanding of networking protocols like TCP/IP, DHCP, DNS, HTTP/S.
• Exceptional English (C1+) and Polish skills (C2) required.

Responsibilities

• Manage a team of support engineers and oversee ticket resolution.
• Lead Quarterly Business Reviews with key accounts.
• Translate technical issues into business impacts for clients.

Skills

Leadership

Technical Support Management

Analytical Skills

Communication

Networking Protocols

Education

3+ years in leadership role

Tools

Jira Service Management

Confluence

CRM Tools

Job description

Overview

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.

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 iIndividual health insurance