Technical Operations Team Lead – Telco & ISP

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.

Key Responsibilities

1. Team Leadership & Operations

• 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.

2. Client Relations

• 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. 

3. Technical Product Advocacy (UMP)

• 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.

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).