Technical Support Engineer (24/7 Rotational Shifts)

Location: Remote in Poland; Wrocław. The role requires 24/7 rotational shifts, including nights, weekends, and holidays.

Company

Work with a global network of smart devices, supporting device health, performance, and customer connectivity.

What you will do

• Monitor customer-facing dashboards, automated detection systems, and performance indicators for smart device fleets.
• Analyze real-time data to identify anomalies, performance degradation, and potential customer-impacting issues.
• Respond to alerts, triage incidents by severity from Sev 1 to Sev 5, and escalate critical issues using defined runbooks.
• Initiate and track Post-Incident Corrective Actions (COE), supporting root cause analysis and timely issue closure.
• Coordinate with engineering, product, and infrastructure teams during bridge calls and provide SLA-aligned incident updates.
• Document incidents, troubleshooting steps, workarounds, and shift reports while refining triage and escalation runbooks.

Requirements

• At least 1 year of technical support experience in IT, IoT, or software development environments.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, HTTP/HTTPS, and Wi-Fi protocols, plus IoT device ecosystems.
• Basic SQL skills for data querying and retrieval, practical monitoring-tool experience, and basic scripting with Python, Bash, or PowerShell.
• Experience with ticketing systems such as Jira, ServiceNow, Zendesk, or similar.
• Confident use of Windows, Linux, macOS, Android, and iOS.
• Readiness to work 24/7 rotational shifts, including nights and weekends, with resilience during high-priority incidents.
• Strong analytical, prioritization, attention-to-detail, teamwork, accountability, and communication skills.
• Upper-Intermediate written and spoken English (B2) required.

Nice to have

• Bachelor’s or Master’s degree in Computer Science, Telecommunications, or a related technical field.
• Experience with ping, traceroute, netstat, or other network diagnostic tools.
• Familiarity with firmware update processes for remote hardware devices.

Culture & Benefits

• Equal-opportunity environment with a transparent, value-based culture and an individual approach to team members.
• Employment via Contract of Employment (UoP) under Polish Labour Law.
• Paid vacation, public holidays, and medical leave according to statutory regulations.
• Competitive salary packages, performance-based annual reviews, and performance and loyalty bonuses.
• Internal knowledge hubs, corporate courses, and free English classes.
• Private medical insurance supplementing standard NFZ coverage.