Senior SaaS Engineer, Technical Support

Welcome!Our Growth is Creating Great Opportunities!Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!Thanks for your interest in working on our team!Our flexible, diverse, and casual work environment stimulates change and creates a motivating environment with highly efficient people. As part of our team, you will be an integral part of creating and supporting our products. Adtran’s products are the building blocks for tomorrow’s networks, enabling the transport of increasing amounts of data across the globe. From access to the metro core, to the long haul, we create intelligent, software-automated solutions that will provide future generations with networks that can scale to meet increasing bandwidth demands. Be a part of the world’s most cutting-edge innovative solutions and products, from design to implementation.With a diverse team spread across the globe, we have developed a culture that embraces creativity and seeks innovation in every aspect of what we do. At Adtran, we believe in our TEAM members and work hard to ensure that every voice is always heard.Adtran is dedicated to the health and well-being of our employees, therefore, a series of comprehensive, quality wellness programs are available to all employees. In addition to receiving an equitable salary and having an equal opportunity for professional development and advancement, as an Adtran employee, you may be eligible to enjoy other health benefits and perks, which will enhance your job satisfaction. We have designed our work and life programs around our employees because we know that they spend the majority of their life at work.Principle Duties And Essential FunctionsYou are a seasoned Professional with prior experience in providing technical support in the telecom industry.You will contribute to the team’s work by bringing along and sharing relevant technical expertise and customer support tools and best practices.A typical day in life of Senior SaaS Engineer, Technical Support: you respond to technical issues reported by internal teams or customers from all around the world. Then cooperate with the customer collecting and reviewing logs, verifying performance data, validating configuration, taking advantage of a wide range of diagnostic methods with the aid of a product knowledge base and both own and colleagues’ experience. If despite performing such an advanced analysis the problem cannot be solved, you will consult the matter with product experts or involve R&D engineers directly responsible for product development.Main Tasks And ResponsibilitiesProviding engineering-level phone, email and online technical assistance to ADTRAN’s customers and internal teamsSharing knowledge and experience via coaching, internal training and regular contribution to Knowledge BasesSupporting internal requests and projects in SaaS areaAdministration and maintenance of equipment, applications and tools used for support purposesPreferred Knowledge, Skills, And ExperienceCandidates joining as Senior SaaS Engineers will need to demonstrate command of relevant technical skills, soft skills (in particular excellent communication) and technical support know-howExperience in commissioning, testing and maintaining SaaS systemsExperience in providing remote (phone, email or online based) technical support in IT or telecom environment will be an additional advantageVery good language skills in written and spoken English, including professional and business-related vocabulary, are essentialWillingness to constantly acquire new and update existing knowledge, work well with a team, and eagerness to build good relations with external customersDegree in Telecommunications, Computer Science or similarTechnical knowledge:AWS and its services in the context of SaaSSaaS monitoring solutions (Datadog, New Relic, Grafana, Prometheus, OpenTelemetry)IDP services (Okta, Cognito, Azure)Scripting (Python, typescript, Bash)Infrastructure as Code / Configuration Management solutions (Terraform, Puppet, Ansible, Chef, Cloudformation, CDK)Linux on administrator levelWireless local area network (Wi-Fi) standard and componentsOSI/ISO and TCP/IP models along with an understanding of routing and switchingNetwork management and network troubleshooting tools like Wireshark, tcpdump, Acryclic Wifi SnifferExperience with ADTRAN products will be an additional advantage All new employees will be provided with comprehensive job-specific technical, and language training.Compensation & BenefitsVery good salary reflecting demands of on-call system participation and stable employment conditions based on an employment contractJoining highly-recognized team with established structure and proven performanceClear technical career path and competence development programComprehensive, technical support specific, English communication skills development programComprehensive technical enabling program at the start of the employment and regular periodic upskill training eventsDaily contact with associates and customers from all over the world. Possibility to occasionally travel to other countries in Europe, USA and Asia for customer projects and internal training courses.Opportunities for personal development, including career progression by changing jobs and departments within the companyFlexible working hours and possible hybrid work 1 additional vacation day per year for all, and 1 more after 10 years being with us3% employer contribution to PPKPaid employee referral programMultisport CardPrivate Health Care at Medicover (extended package for employees and possibility to enroll family members)Strong team-oriented and friendly work cultureAccess to various sports activities and eventsModern office (well-equipped gym and playroom) close to the SKM/PKM stations