We are looking for a Junior Customer Support Engineer with a unique combination of engineering and soft skills to strengthen our Network Operations Centre (NOC). This is an extremely important team within our company as it is the first point of contact for customers using graphyne™ – NOC is responsible for responding to issues reported by customers and occurring in internal monitoring systems (L1 Support).
Do you want to expand your competences together with our amazing Experts? Join us and participate in the development of products for the world’s largest telecom operators – Together we can do something great!
Job location: Poznan, Poland (hybrid work)
This is shift work.
What will you do?
- Analyse customer requests, taking responsibility for them until they are resolved
- Investigate, diagnose, identify solutions, and resolve issues, following standard procedures and instructions, or proper escalation to the appropriate internal teams
- Provide continuous feedback to customers on requested issues via phone or systems used
- Prioritise and manage several open issues simultaneously
- Prepare reports and document technical knowledge in the form of procedures or instructions, and improve the existing one
What’s important for us?
- Engineering background – students or graduates in computer science, computer engineering, or related fields are welcome. Don’t have an engineering degree? Not a problem. Essential skills for a good start are:
- Linux experience (system administrator level),
- Knowledge of databases: MySQL, PostgreSQL,
- Log analysis,
- Bash scripting,
- Curiosity and detail-orientated – this is not a typical nine-to-five job. You will face unusual challenges and will delve deep to find solutions. Yup, it is satisfying!
- Communication skills and customer orientation – we aim to satisfy our customers. To achieve this, patience, empathy and understanding are crucial.
- Ability to work under pressure – working with clients requires a focus on solving the problem on time and making smart decisions quickly.
- Playing to one goal – use proven solutions or propose and implement your own ideas when needed. Work closely with the team and share knowledge daily
- Self-development orientation – we want to help you grow by giving you support and the opportunity to find your way to success.
- English skills – ADB is an international company and our language is English; the team communicates in Polish
- Willingness to work shifts
Additional skills that will be useful for this position:
- Experience in a customer support/ service role
- Knowledge of the DVB domain
- Knowledge of monitoring systems (Grafana, Prometheus, Nagios, Zabbix), containerization systems (Docker Swarm, Openshift) and/or scripting language
- Ability to read and understand technical documentation
- Network troubleshooting, analysis of software and communications protocols
- Knowledge of tools such as Jira, Confluence
Why is it worth working with ADB?
- We do exceptional things: over 28 years on the market and created products for over 200 global and leading Pay-TV and broadband operators. We do it in cooperation with technology leaders – our products are among the first in the market with local network Wi-Fi 7 devices,
- We offer true challenges in your daily work, utilizing and creating top-notch technology. Want proof? We’ve patented around 400 solutions and our products are used by nearly a million users,
- Our team consists of extremely experienced, highly qualified subject-matter Experts: 90% of us have a university degree and some are Ph.D.!
- At ADB you can change a job without changing your employer. Our employees are promoted, expand competencies, change projects and teams, participate in internal recruitment, and relocate to other ADB offices,
- We work globally – ADB teams are based in Europe, the US and Asia; our leading language is English,
- We are diverse – ADB is committed to providing equal opportunities to everyone regardless of their race, ethnicity, religion, gender, sexual orientation, national origin, age, physical ability, or any other characteristic protected by law. What’s more, our company is a signatory to the Women’s Empowerment Principles,
- We promote a learning culture because improving skills is an important part of our lives -ADB employees spend 2 hours of work per week on self-development using:
- Udemy courses,
- English lessons,
- internal and external training,
- other tools agreed upon with the supervisor,
- We care about the health of our employees and their families. The company subsidizes:
- medical care (individual or family),
- group life insurance,
- sports card,
- We are open to various forms of cooperation, depending on your needs.
