Senior L1 Technical Support Engineer (24/7 Rotational Shifts)

Team Summary

We are the first line of defense for a massive global network of smart devices. We provide 24/7 oversight to keep millions of users connected and their devices running smoothly. Operating as a fast-response unit, we focus on five core areas: rapid triage, incident escalation, call leadership, cross-functional communication, and COE initiation. We work closely with engineering to spot and fix technical issues in real time before they impact our customers.

Job Summary

As an L1 Technical Support Engineer, you will be responsible for the continuous 24/7 monitoring of smart device health and performance metrics across rotating shifts, including nights, weekends, and holidays. In this role, you will analyze data dashboards to proactively identify anomalies, performance degradation, and potential issues before they impact customers. You will execute defined runbooks for the timely escalation of technical issues, initiate post-incident corrective actions (COE), and coordinate with engineering teams during bridge calls to ensure system stability around the clock.

Responsibilities and Duties

• Continuously monitor customer-facing metrics dashboards, automated detection systems, and performance indicators for smart device fleets across all shifts
• Analyze real-time data and device health metrics to identify trends, anomalies, and potential issues before they escalate to customer-impacting events
• Respond to alerts, triage Sev 1–5 incidents by severity and customer impact, and escalate critical tickets through defined runbooks to service teams
• Initiate and track Post-Incident Corrective Actions (COE) to drive root cause analysis and ensure timely closure of technical issues
• Coordinate with engineering, product, and infrastructure teams during bridge calls to support the resolution of complex incidents
• Communicate incident status, impact, and resolution progress to stakeholders within defined SLA timelines
• Document all incidents, troubleshooting steps, resolutions, and workarounds in ticketing systems with comprehensive detail
• Generate shift reports summarizing incidents, metrics performance, and system health status
• Maintain and continuously improve triage, escalation, communication, and COE runbooks based on lessons learned and retrospectives

Qualifications and Skills

• 4+ years of experience in IT operations, NOC, production monitoring, incident management, or a similar technical role
• Hands-on experience monitoring technical systems, analyzing operational metrics, and investigating alerts or performance issues
• Experience with monitoring, visualization, and observability tools such as Grafana, Splunk, Datadog, CloudWatch, Tableau, QuickSight, or similar
• Good understanding of incident management processes, including incident classification, prioritization, escalation, and communication
• Experience working with ticketing and incident management systems such as Jira, ServiceNow, Zendesk, or similar
• Strong analytical and troubleshooting skills, with the ability to interpret technical data, identify patterns, and investigate potential issues
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, HTTP/HTTPS, and Wi-Fi
• Basic SQL knowledge for querying, retrieving, and analyzing data
• Familiarity with common operating systems, including Linux, Windows, macOS, Android, or iOS
• Ability to use AI tools effectively, including writing clear prompts to support troubleshooting, analysis, and daily tasks
• Strong communication skills, with the ability to clearly explain technical issues, incident impact, and investigation results to different stakeholders
• Good organizational skills, attention to detail, and the ability to prioritize tasks in a fast-paced environment
• Ability to work independently, take ownership of incidents, and collaborate effectively with cross-functional teams

Nice to have

• Bachelor's or Master's degree in Computer Science, Information Technology, Telecommunications, or a related technical field
• Experience working in a 24/7 NOC, monitoring, or production support environment
• Basic scripting skills in Python, Bash, or PowerShell
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud

We offer multiple benefits that include

• The environment of equal opportunities, transparent and value-based corporate culture, and an individual approach to each team member
• Competitive salary packages with performance-based annual reviews
• Opportunity to receive a Performance Bonus for your individual achievements and a Loyalty Bonus recognizing your dedication to the company
• Employment via Contract of Employment (UoP) in complete alignment with Polish Labour Law
• Guaranteed paid vacation, public holidays, and medical leaves as per statutory regulations
• Continuous growth and development opportunities through internal knowledge hubs, corporate courses, and free English classes
• Comprehensive private medical insurance to supplement your standard NFZ coverage.