Sonalake is hiring a
System Support Engineer in Poland

Summary

Sonalake is a software partnering company that helps clients realize their product roadmaps. The engineering teams work on various aspects of product design and development, including UX/UI design, frontend, backend, analytics, infrastructure, and operations. Sonalake values innovation and adaptability, exposing teams to diverse domains. In this role, you will primarily handle customer issues using advanced troubleshooting techniques and develop training materials.

Requirements

• Have 2-3 years’ experience in a telecom or IT operations systems and cloud environment (AWS preferred)
• Know how to work with networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls
• Have a proactive approach to spotting problems, areas for improvement, and performance
• Communicate well, both orally and in written form
• Can troubleshoot in a variety of OS environments including *nix, macOS, and Windows
• Like to troubleshoot database connectivity issues using a variety of diagnostic tools and methods
• Have a strong customer focus and ownership
• Able to write effective handoffs from shift-to-shift for ongoing support issues

Responsibilities

• Assist in monitoring and managing day-to-day operations of customers' systems and services (Mon-Fri 9-17:00 CET + 17-18:00 as an on-call support)
• Liaise with development teams to resolve reported issues and follow through to resolution
• Maintain and manage maintenance schedules, including daily, weekly, monthly, and annual processes
• Manage the tracking and escalation of incidents and complete root cause analysis
• Contribute to continual service improvement
• Work within the support team covering out-of-hours support for cloud operations

Preferred Qualifications

Have a willingness to learn and adapt to the entire technology stack

Benefits

• Remote-first approach with many team-building activities. You can work from offices in Dublin, Poznan, or Bratislava, or work on a fully remote or hybrid basis
• Every Sonalaker gets a training budget and paid training days every year to upskill. This covers courses, training, books, or conferences
• We have a flat organizational structure with an emphasis on open, honest communication. There are no silos, no hierarchies, and no barriers
• Focus on innovation: we run projects to evaluate new frameworks, create tools for internal use, contribute to the open source community, and research new ways to use existing products in new problem domains
• Indefinite period employment contract