Support Manager (UMP Product)

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About the project

Your responsibilities

• 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.
• 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.
• 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, HTTP/S) 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, 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.

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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 iIndividual health insurance