Are you ready to join an innovative company in a dynamic, multinational work environment? This could be your next big challenge! We’re excited to welcome you to our Warsaw, Poland office as a Support Engineer.
Title: Support Engineer
Department: R&D Organisation
Direct Line Reporting: GM Poland
Location: Warsaw, Poland.
Job status: Full time, permanent
About PacketFront Software
We have developed and delivered efficient automation solutions for telecom operators, city carriers and enterprises in more than 20 countries since 2001. We are bringing the OSS and BSS applications BECS and BBE to new markets and to reinforce our growth, we are now hiring a Support Engineer.
About us
We are a dedicated team within a dynamic software development company on an exciting growth journey! The telecom industry is ever-evolving, presenting endless opportunities for innovation. Our mission is to further establish PacketFront Software as the go-to partner in network orchestration, automation, and service management for simplified management of complex networks for telecom operators, city operators, and enterprises, in the Nordics and across Europe.
If you want to be part of an innovative company that offers a multi-national work environment, this could be your next challenge!
Job description
In this role, your primary responsibility will be to provide product support for BECS and BBE to our customers. You will report directly to the Support Manager.
To succeed in this position it is essential to understand and identify customer needs. You will need to keep up to date with our products, dependent products, and technologies to get a deeper understanding of the products and their use for our customers. You will be an ambassador for the company and the products provided. In our effort to deliver excellent service and high customer satisfaction, you will be a part of the 24/7 On-duty if agreed with your manager.
Role description
In your daily tasks, it’s vital to engage actively with other parts of the organization within PacketFront to foster a team culture centered around learning, teaching, and supporting one another.
As part of your role, you will be responsible for reproducing incoming support cases and facilitating smooth handovers to the Development team. Additionally, you will provide valuable assistance to the development team, supporting customer interaction, debugging, and gathering essential information. Your efforts will contribute to ensuring efficient problem-solving and delivering exceptional service to our customers.
Responsibilities include:
- Handle emergency support calls during regular working hours, Monday to Friday (on-duty phone)
- Handle incoming product support tickets in Jira Service Desk until resolution.
- Troubleshooting and fault reproduction.
- Clarify incoming support tickets and make sure all required information from the customer is available.
- Support your manager with activities related to onboarding new members of the team.
- Create and distribute product licenses to customers.
- Review and update changes to customers documentation (user guides, white papers, release notes).
- Continuous development of your technical and customer-facing skills.
- Be supportive of your team’s activities and duties
Education:
- Degree in Engineering (or similar) or 3–5 years of experience of similar job.
Experience:
- Experience in customer facing role.
- 3-5 years of technical support experience or experience in a similar professional role.
Required qualifications:
- Proficient communication skills to articulate technical matters to both clients and internal personnel.
- General Linux knowledge.
- Networking experience.
- Scripting experience.
- Ability to read Java or C.
- Generic Database knowledge.
- Fluent English, both written and spoken.
Experience within following areas is of additional merit:
- Experience using Jira or similar ticketing system.
- Experience with OSS/BSS systems.
- Experience working with network equipment.
- Customer Support experience.
- Software development experience.
- Experience using Linux.
- Experience working in distributed teams and international work environments.
About you:
- You are analytical and solution-oriented.
- You enjoy interacting with customers and can handle challenging and complexed customer matters.
- You have a passion for technology.
- You are a responsive, flexible, and reliable person.
What We Offer?
- You will have the opportunity to develop your skills and deepen your knowledge through our recurring BECS/BBE user forums.
- You will work in a great and innovative multinational company where everyone knows each other, helps each other, and works together towards common goals.
- We value a work-life balance and offer an attractive hybrid environment.What is in it for you?
Application
Do you want to become part of our dynamic and inspiring team? Send your application or questions to: andrzej.mazur@pfsw.com and zuzanna.ziajko@pfsw.com. Selection and interviews are ongoing.
