Support Manager (UMP Product)

Support Manager (UMP Product)

Miejsce pracy: Kraków

Technologies we use

Operating system

• Linux

This is how we organize our work

This is how we work

• in house

Your 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.

Our 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, 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.

Optional

• 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.

Development opportunities we offer

• development budget
• intracompany training
• mentoring
• soft skills training
• space for experimenting
• substantive support from technological leaders
• technical knowledge exchange within the company
• time for development of your ideas

Benefits

• sharing the costs of sports activities
• private medical care
• fruits
• corporate gym
• corporate library
• no dress code
• coffee / tea
• parking space for employees

Recruitment stages

• Send us your CV
• HR screening
• Technical interview
• Managers interview

1. Think you might align well with AVSystem? Feel free to share your CV with us. We understand that this initial step may come across as somewhat impersonal, but we promise - every CV is unique and important for us, no AI bots included in the process. Share details about yourself, what makes you unique, and why you believe you'd be a valuable addition to our team.

2. Meet with a member of our People Team during an online meeting. In this step, you can share what motivates you to work and learn, discuss your previous achievements and work experiences. Most importantly, we want to ensure you're a great fit for our team. 
Following this, we’ll provide feedback and, hopefully, invite you to the next stage.

3. The main course - technical stage! You'll be invited for a discussion, either online or onsite, lasting about 2h. Be prepared for some theoretical questions, and if you're a software engineer, there might be some live coding involved. Even if we determine that now isn't the ideal time for you to join us, we'll always provide feedback and welcome the possibility of reapplication in the future.

4. Almost there! Now, we'd like you to meet your future team leader and/or manager – they will discuss your career goals and work approach.If everything goes well and everyone is on board, we'll contact you very soon with a job offer!

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.

AVSystem

Welcome to AVSystem, where "Work with the best" is more than a motto, it's our way of life.

Rooted in Poland with a global reach, we are a dynamic, mid-sized product company built on trust, respect, and innovation. Our team, a diverse group of talented professionals, is our greatest asset. Joining us means becoming part of a community that values expertise, creativity, and a passion for technology. Here, professionalism and high quality are not just goals but our everyday reality. Embark on a journey with AVSystem where opportunities are boundless, growth is driven by passion, and every success is a shared celebration. Work with the best – work with AVSystem! ✨

Klikając w przycisk „Aplikuj” lub w inny sposób wysyłając zgłoszenie rekrutacyjne, zgadzasz się na przetwarzanie Twoich danych osobowych przez AVSystem sp. z o. o. z siedzibą w: Radzikowskiego 47d, 31-315 Kraków (Pracodawca), jako administratora danych osobowych w celu przeprowadzenia rekrutacji na stanowisko wskazane w ogłoszeniu.
Twoje dane osobowe będą przetwarzane w oparciu o następujące podstawy prawne: (a) aby podjąć działania na Twoje żądanie przed zawarciem umowy (np. informacje o oczekiwanym wynagrodzeniu i dostępności do rozpoczęcia pracy); (b) w oparciu o nasz prawnie uzasadniony interes (np. imię, nazwisko, data urodzenia, dane kontaktowe, wykształcenie, kwalifikacje zawodowe, przebieg dotychczasowego zatrudnienia); c) w oparciu o Twoją zgodę, która wyrażona jest poprzez przeslanie dokumentów aplikacyjnych zawierających takie informacje jak np. wizerunek czy zainteresowania. Podanie wszystkich danych osobowych, o których mowa powyżej jest dobrowolne, natomiast dane wymienione w lit. a) i b) są niezbędne do wzięcia udziału w rekrutacji. Niepodanie danych skutkuje brakiem możliwości rozpatrzenia kandydatury. Podanie pozostałych danych jest dobrowolne, ale może pomóc w sprawnym przeprowadzeniu procesu rekrutacji. Masz prawo żądać dostępu do Twoich danych (w tym uzyskania ich kopii), sprostowania danych, ich usunięcia, ograniczenia przetwarzania, przeniesienia, jak również wniesienia sprzeciwu wobec ich przetwarzania. Masz także prawo wniesienia skargi do Prezesa Urzędu Ochrony Danych Osobowych. Twoje dane osobowe mogą zostać przekazane dostawcom usługi publikacji ogłoszeń o pracę, dostawcom systemów do zarządzania rekrutacjami, dostawcom usług IT (hosting), dostawcom systemów informatycznych. Podane przez Ciebie dane osobowe nie będą wykorzystywane w celu profilowania albo podejmowania decyzji w sposób zautomatyzowany. Twoje dane osobowe będą przetwarzane przez okres maks. 1 roku od zakończenia publikacji ogłoszenia, chyba, że wyraziłeś odrębną zgodę na wykorzystanie Twoich danych osobowych w przyszłych rekrutacjach. W celu realizacji praw lub w przypadku jakichkolwiek pytań związanych z przetwarzaniem Twoich danych osobowych skontaktuj się z nami pod adresem: Wyświetl e-mail na pracuj.pl.