Technical Operations Team Lead – Telco & ISP

Technologies we use

Expected

• Networking protocols
• Linux
• Jira
• Confluence

Optional

• TR-069
• REST/SOAP
• CRM

Operating system

• Linux

About the project

As the Technical Operations Team Lead for AVSystem products, including our flagship Unified Management Platform (UMP), you will bridge the gap between technical excellence and client success. You will lead a dedicated support team ensuring that our Tier-1 and Tier-2 Telco and ISP clients receive world-class assistance. This is a high-impact role where you will not only manage people but also take ownership of the health and longevity of our support contracts through clear communication and deep technical understanding of network device management.

This is how we organize our work

This is how we work

• in house

Your responsibilities

• You lead a team of 1st and 2nd line support engineers and help them grow, both technically and as a team.
• You make sure incidents and requests in Jira Service Management are resolved within the agreed SLAs.
• You are the technical escalation point for the team on complex cases, before anything goes to Product or SRE.
• You improve support workflows, documentation and the internal knowledge base so the team works faster.
• You take responsibility for selected Professional Services delivered by the support team, such as device integrations, onboarding and technical enablement.
• You are the main point of contact for our clients, building long-term relationships with their technical and business teams.
• You keep an eye on accounts with active support contracts, make sure we deliver on them and point out where proactive maintenance or additional services would help.
• You learn the UMP architecture well, including its role as an ACS (Auto Configuration Server) and USP Controller and how it talks to CPEs over TR-069, TR-369 and SNMP.
• You turn complex technical problems with device provisioning, monitoring or network protocols into a clear business impact for the client.
• You work with Product Management and SRE, bringing them client feature requests and recurring technical bottlenecks.

Our requirements

• Several years of technical support or operations experience in a Telco, ISP or network environment (L2/L3 or equivalent).
• Experience leading people, formal or informal (team lead, shift lead, mentor, escalation owner), or at least one year in a managerial role.
• Solid knowledge of networking protocols (TCP/IP, DHCP, DNS, HTTP/S) and a background in the telecommunications industry. Familiarity with device management standards such as TR-069 is a significant plus.
• CCNA or an equivalent network certification.
• Working knowledge of Linux (command line) and a basic understanding of API integrations (REST/SOAP).
• Experience with large-scale network or device management environments is valuable, particularly in ISP or IoT platforms.
• Experience with Jira Service Management (or a similar ticketing system) and Confluence. Knowing a CRM tool is a plus.
• The ability to analyze support data and spot trends, root causes and areas for proactive action.
• We use AI tools as part of our day-to-day technical work, and expect you to combine them with strong technical judgment and ownership.
• Fluent Polish, our daily working language, and very good English (C1) for work with international corporate clients.

What we offer

• Contract on B2B or employment (UoP), with B2B rates of 20 000 - 26 000 PLN.
• A product used by global Telco and ISP leaders, and a natural step from hands-on engineering into leading a team.
• A direct line to Product Management and SRE, so what your team learns from clients actually reaches the product.
• A flat structure with real ownership. You will have a real say in how the team works, how we serve our clients and what we improve in the product.
• Premium AI tool subscriptions to support your day-to-day work.
• A technologist-first culture, where technical arguments decide.
• A relaxed, non-corporate atmosphere, with the legendary Good Lood ice cream.
• Possibility for Multisport and individual health insurance.
• Hybrid work in Kraków (3:2 onsite-to-remote).

Development opportunities we offer

• development budget
• intracompany training
• mentoring
• soft skills training
• space for experimenting
• substantive support from technological leaders
• technical knowledge exchange within the company
• time for development of your ideas

Benefits

• premium AI tools
• sharing the costs of sports activities
• private medical care
• remote work opportunities
• flexible working time
• fruits
• integration events
• corporate gym
• corporate library
• no dress code
• coffee / tea
• parking space for employees
• leisure zone
• charity initiatives

Recruitment stages

• Send us your CV
• HR screening
• Technical interview
• Managers interview

1. Think you might align well with AVSystem? Feel free to share your CV with us. We understand that this initial step may come across as somewhat impersonal, but we promise - every CV is unique and important for us, no AI bots included in the process. Share details about yourself, what makes you unique, and why you believe you'd be a valuable addition to our team.

2. Meet with a member of our People Team during an online meeting. In this step, you can share what motivates you to work and learn, discuss your previous achievements and work experiences. Most importantly, we want to ensure you're a great fit for our team. 
Following this, we’ll provide feedback and, hopefully, invite you to the next stage.

3. The main course - technical stage! You'll be invited for a discussion, either online or onsite, lasting about 2h. Be prepared for some theoretical questions, and if you're a software engineer, there might be some live coding involved. Even if we determine that now isn't the ideal time for you to join us, we'll always provide feedback and welcome the possibility of reapplication in the future.

4. Almost there! Now, we'd like you to meet your future team leader and/or manager – they will discuss your career goals and work approach.If everything goes well and everyone is on board, we'll contact you very soon with a job offer!

AVSystem

Welcome to AVSystem, where "Work with the best" is more than a motto, it's our way of life.

Rooted in Poland with a global reach, we are a dynamic, mid-sized product company built on trust, respect, and innovation. Our team, a diverse group of talented professionals, is our greatest asset. Joining us means becoming part of a community that values expertise, creativity, and a passion for technology. Here, professionalism and high quality are not just goals but our everyday reality. Embark on a journey with AVSystem where opportunities are boundless, growth is driven by passion, and every success is a shared celebration. Work with the best – work with AVSystem! 🚀✨

This is how we work