Maintenance & Support Team Lead

We are seeking a dedicated Maintenance & Support Team Lead to join our energetic team. In this role, you will provide essential engineering support and maintenance for innovative media technology solutions. This position is critical to ensuring seamless customer onboarding, designing solutions, supporting technical sales, and addressing post-sales issues with a focus on media workflows, content distribution systems, cloud-based infrastructure, and emerging technologies.
Hybrid Gdansk office schedule (2-3 days).

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Responsibilities

• Serve as a technical consultant during pre-sales engagements, understanding customer needs and designing tailored media solutions
• Lead technical onboarding and implementation processes for new customers
• Develop solution proposals along with necessary technical documentation to assist sales initiatives
• Act as the primary point of contact for technical account management post-sale
• Conduct technical reviews and recommend optimizations to customer deployments
• Manage customer migrations, upgrades, and special projects aligning with company best practices
• Advocate for customer needs internally and collaborate with technology and sales teams to enhance service delivery
• Monitor service performance, maintenance of SLAs, and uptime metrics to ensure compliance with contractual agreements
• Provide strategic engagement and advisory services to drive customer adoption, retention, and expansion
• Serve as an escalation point for complex technical issues and conduct root cause analysis and long-term resolution planning
• Contribute to the knowledge base with articles, runbooks, and troubleshooting guides
• Offer hands-on support during major incidents to minimize disruption to customer workflows

• German speaking proficiency to communicate effectively with German clients
• Bachelor's degree in computer science, engineering, media technology, or a related field
• 5+ years of experience in a relevant role
• Understanding of media technology solutions such as video streaming, encoding, digital asset management, and broadcast workflows
• Background working with cloud platforms like AWS, Azure, and Google Cloud; experience with content delivery networks (CDNs)
• Experience in a sales environment with an emphasis on technical sales
• Expertise in fundamental technology and networking concepts, along with IT security best practices
• Excellent written and verbal communication skills in English (C1+ level)

• Industry certifications
• Six Sigma Yellow Belt certification
• AGILE methodology certifications
• Proficiency in additional languages for broader client communication
• Experience in service and support within the broadcast and new media industries
• Advanced certifications in media technology solutions or project management methodologies

• We gather like-minded people:
  • Engineering community of industry professionals
  • Friendly team and enjoyable working environment
  • Flexible schedule and opportunity to work remotely within Poland
  • Chance to work abroad for up to 60 days annually
  • Relocation within our 50+ offices
• We provide growth opportunities:
  • Outstanding career roadmap
  • Leadership development, career advising, soft skills, and well-being programs
  • Certification (GCP, Azure, AWS)
  • Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
  • English classes
• We cover it all:
  • Stable income (Employment Contract or B2B)
  • Participation in the Employee Stock Purchase Plan
  • Benefits package (health insurance, multisport, shopping vouchers)
  • Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
  • Referral bonuses
  • Corporate, social and well-being events
• Please, note:
  • The set of bonuses might vary based on the role you apply for - specifics will be discussed with our recruiter during the general interview
  • We will reach out to selected candidates exclusively