Services Engineer, Technical Support

As a Services Engineer in Technical Support (TAC2) at ADTRAN, you will provide engineering-level technical support to customers and partners, leveraging broad expertise in ADTRAN products and technologies. You will troubleshoot and resolve network issues, contribute to the Knowledge Base, and maintain support equipment. This role operates within a 24/7/365 shift system, focusing on building strong customer relationships and preventing network problems.

Must Have

• Bring broad technical expertise across ADTRAN products and technologies
• Build strong relationships with customers and gain deep insight into their networks
• Guide customers through troubleshooting and recovery processes to resolve and prevent network issues
• Provide engineering-level technical support via phone and email to ADTRAN customers and partners
• Share knowledge through coaching, internal training, and regular contributions to the Knowledge Base
• Administer and maintain support-related equipment, applications, and tools
• Strong understanding of network protocols (TCP/IP, QoS, Ethernet) especially routing and switching
• Good knowledge of telecom timing and synchronization standards (IEEE 1588, NTP, SyncE, GNSS/GPS)
• Experience with Linux/Unix environments
• Excellent written and spoken English skills
• Background in remote technical support within a telecom environment
• Hands-on experience with installation, commissioning, testing, and maintenance of telecom equipment

Good to Have

• Familiarity with network management (SNMP, NETCONF, REST) and troubleshooting tools e.g., Wireshark
• Technical university degree in telecommunications, electronics or informatics
• Certifications (e.g., CCNA/CCNP, JNCIA/JNCIS, vendor-specific)
• Prior telecom industry experience

Perks & Benefits

• Additional vacation days: 1 extra day for all employees, and another after 10 years of service
• Hybrid work model (3 days/week in the Gdynia office)
• English lessons during working hours
• Internal training programs tailored to your development needs
• Paid employee referral program
• Multisport Card
• Private healthcare with Medicover (extended package for employees and optional coverage for family members)
• 3% employer contribution to PPK (Employee Capital Plans)
• Access to sports activities and events
• Modern office with a fully equipped gym and playroom, conveniently located near SKM/PKM stations
• Popcorn Fridays!

Principle duties and essential functions

As a member of ADTRAN TSS Team (Technical Support Services – TAC2), you will bring broad technical expertise across ADTRAN products and technologies, while building strong relationships with our customers and gaining deep insight into their networks. Working closely with PSS Team (Product Support Services – TAC3) and R&D (Research and Development), you will guide customers through troubleshooting and recovery processes to resolve and prevent network issues. This role operates within a friendly 24/7/365 shift system.

Other tasks and responsibilities

• Provide engineering-level technical support via phone and email to ADTRAN customers and partners
• Share knowledge through coaching, internal training, and regular contributions to the Knowledge Base
• Administer and maintain support-related equipment, applications, and tools
• Participate in and potentially lead customer-facing activities

Knowledge, skills, and experience desired

• Strong understanding of network protocols (TCP/IP, QoS, Ethernet) especially routing and switching
• Good knowledge of telecom timing and synchronization standards (IEEE 1588, NTP, SyncE, GNSS/GPS)
• Experience with Linux/Unix environments
• Familiarity with network management (SNMP, NETCONF, REST) and troubleshooting tools e.g., Wireshark
• Excellent written and spoken English skills are essential
• Background in remote technical support within a telecom environment
• Hands-on experience with installation, commissioning, testing, and maintenance of telecom equipment
• Strong team players, eager to learn and build positive relationships with customers
• Preferred educational background: technical university degree in telecommunications, electronics or informatics
• Certifications (e.g., CCNA/CCNP, JNCIA/JNCIS, vendor-specific) are welcome and considered as an advantage

Note: All new hires will receive comprehensive technical, job-specific, and language training.

We welcome both experienced telecommunications engineers and recent university graduates. Prior telecom industry experience is a plus during the recruitment process.

Compensation & Benefits

• Competitive salary and stable employment based on a full-time contract
• Additional vacation days: 1 extra day for all employees, and another after 10 years of service
• Hybrid work model (3 days/week in the Gdynia office)
• English lessons during working hours
• Internal training programs tailored to your development needs
• Paid employee referral program
• Multisport Card
• Private healthcare with Medicover (extended package for employees and optional coverage for family members)
• 3% employer contribution to PPK (Employee Capital Plans)
• Access to sports activities and events.
• Modern office with a fully equipped gym and playroom, conveniently located near SKM/PKM stations
• And of course… Popcorn Fridays! :)