2nd Line Support Engineer

We are seeking a 2nd Line Support Engineer who will provide application support to our customers. You will collaborate with customers and internal teams to offer 2nd line support, manage technical customer issues within Service Level Agreements (SLAs), configure the application to meet customer business use cases, ensure the quality of our knowledge base, and provide feedback to product teams. Your primary focus will be on supporting the Unified Management Platform (UMP) , which is a flagship product of AV

System targeted at telecoms. It enables automatic setup, upgrades, and monitoring of all client routers and other network devices. Once you're in the role you will Manage customer issues related to the configuration and integration of the UMP application as the 2nd line of support Ensure and maintain high satisfaction of our clients Cooperate with customers via Jira Service Management / remote meetings to solve 1st line escalations requiring application logic reconfiguration to ensure customer business use-cases are fulfilled Troubleshoot whether issues are located in our application or within surrounding systems Cooperate with project management and product teams Escalate and cooperate in finding solutions with 3rd line of support in product teams Perform application reconfiguration delegated by project managers Provide insightful feedback on missing tooling to project managers, development / site reliability engineering teams Ensure high quality of our knowledge base Prepa