Junior Customer Support Engineer

We are looking for a Junior Customer Support Engineer with a unique combination of engineering and soft skills to strengthen our Network Operations Centre (NOC). This is an extremely important team within our company as it is the first point of contact for customers using graphyne™ – NOC is responsible for responding to issues reported by customers and occurring in internal monitoring systems (L1 Support).

Do you want to expand your competences together with our amazing Experts? Join us and participate in the development of products for the world’s largest Telco operators – Together we can do something great!

Location: Poznan, Poland (hybrid option up to 1 day during onboarding and up to 3 days per week after onboarding)

This is shift work.

What will you do?

• Analyse customer requests, taking responsibility for them until they are resolved,
• Investigate, diagnose, identify solutions, and resolve issues, following standard procedures and instructions, or proper escalation to the appropriate internal teams,
• Provide continuous feedback to customers on requested issues via phone or systems used,
• Prioritise and manage several open issues simultaneously,
• Prepare reports and document technical knowledge in the form of procedures or instructions, and improve the existing one,
• Continuously monitor system performance and proactively detect, analyze, and resolve potential issues to ensure high availability,
• In addition, on-call duty following the onboarding period.

What’s important for us?

• Engineering background – students or graduates in computer science, computer engineering, or related fields are welcome.Don’t have an engineering degree? Not a problem.
• Essential skills for a good start are: Linux experience (system administrator level), Knowledge of databases: MySQL, PostgreSQL, writing queries, Log analysis, Bash scripting,
• Communication skills and customer orientation – we aim to satisfy our customers. To achieve this, patience, empathy and understanding are crucial.
• Curiosity and detail-orientated – this is not a typical nine-to-five job. You will face unusual challenges and will delve deep to find solutions. Yup, it is satisfying!
• Ability to work under pressure – working with clients requires a focus on solving the problem on time and making smart decisions quickly.
• Playing to one goal – use proven solutions or propose and implement your own ideas when needed. Work closely with the team and share knowledge daily.
• Self-development orientation – we want to help you grow by giving you support and the opportunity to find your way to success. English and Polish skills – ADB is an international company and our language is English; the team communicates in Polish.
• Willingness to work shifts and on-call duty.

Additional skills which help you find your feet at work?

• Experience in a customer support/ service role.
• Knowledge of the DVB domain.
• Knowledge of monitoring systems (we use Grafana, Prometheus, Kibana/ ElasticSearch, Zabbix), containerization systems (we use Docker Swarm, Kubernetes) and/ or scripting language.
• Ability to read and understand technical documentation.
• Network troubleshooting, analysis of software and communications protocols.
• Knowledge of tools such as Jira, Confluence.

Why is it worth working with ADB ?

• We do exceptional things – ADB is not your average tech company. With over 30 years on the market and products used by over 200 of the world’s top Pay-TV and broadband operators, we’ve already made a name for ourselves—and we’re just getting started. We launched PRISME™, a game-changing AI-powered platform redefining how telcos manage their networks.
• We offer true challenges in your daily work, utilizing and creating top-notch technology. Want proof? We’ve patented around 400 solutions and our products are used by nearly a millions users.
• We create amazing solutions in cooperation with technology leaders – our products are among the first in the market.
• Our team consists of extremely experienced, high-qualified subject-matter Experts: We don’t just hire talent—we grow it. You’ll be part of a team full of true professionals. Sharing knowledge is part of our work.
• We Invest in You – Growth is part of the journey here. That’s why we dedicate 5% of your work time to self-development. You’ll have access to: English lessons, internal and external training, knowledge sharing sessions, other tools agreed upon with your supervisor.
• We Take Care – life’s more than just work and we get that. That’s why we offer benefits like: medical care (individual or family), group life insurance, sport card.
• At ADB you can change a job without changing your employer. We support internal mobility, promotions, and career path changes because we believe in long-term collaboration. In fact, our employees stay with us for over 10 years on average—because there’s always something new to explore here.
• Global by Nature. Friendly by Choice. Our teams span Europe, the US, and Asia, and we all speak one shared language: English. We work across borders, time zones, and cultures—but always together.
• And we know how to have fun, too. Whether its integration events, charity runs, or just catching up over coffee, we truly enjoy spending time together.
• We are diverse – ADB is committed to providing equal opportunities to everyone regardless of their race, ethnicity, religion, gender, sexual orientation, national origin, age, physical ability, or any other characteristic protected by law. What’s more, our company is a signatory to the Women’s Empowerment Principles.
• We are open to various forms of cooperation, depending on your needs.

Do you think this is a job made just for you? Send us your CV: https://adb.elementapp.ai/application/v2/0a853e8d-0823-403f-9697-987524b0887a/7a0c0110-1079-43ac-b88e-2700364e5954?source=305faf5d-45a5-4b8d-ace0-d43fc4463ad3