IT Support Specialist (2nd Line)

About the job

OpenNet.pl is a provider of advanced technological solutions for the logistics industry and a member of the Allegro Group. Together, we develop and maintain the ecosystem of Allegro One Box green parcel lockers. We are not a traditional helpdesk—our team provides engineering and analytical support, ensuring process stability within a live business organism.

Your main responsibilities:

• Project support: Collaborating on system implementations and optimizations at the intersection of IT and business—from incident analysis to the Hypercare phase.

• Coordination and communication: Effectively bridging the needs of business, operations, and development teams, while ensuring smooth information flow.

• Broad diagnostic perspective: Analyzing incidents with a focus on their impact on real business processes and operational continuity, rather than just the technical layer.

• Organization and prioritization: Efficiently managing your tasks and priorities in an environment with dynamic, incoming requests.

• Advanced troubleshooting: Diagnosing process anomalies and API integration errors escalated from the 1st line.

• Database management: Utilizing intermediate to advanced SQL to debug database issues and perform log diagnostics.

• Collaboration within the Allegro Group: Acting as a technical partner for multiple teams—ranging from Business Operations and Hypercare to Product & Development.

• Automation and knowledge sharing: Creating technical standard operating procedures (runbooks) for the 1st line and optimizing the diagnostic workflow.

This job is for you if you have:

• Business orientation: Ability to assess the impact of technical issues on business operations and accurately determine their criticality.

• Strong organizational skills: Self-reliance, flexibility, and the ability to balance day-to-day tasks with longer diagnostics or documentation work.

• Communication and team player mindset: Ease in building positive relationships across various organizational units and a focus on collaborative problem-solving.

• Languages: English B2, Polish C1.

• Experience: At least 2–3 years of experience in system maintenance, 2nd line technical support (L2), or as an IT Project Manager.

• Database skills: Good knowledge of SQL (PostgreSQL) and experience working with complex data architecture.

• Soft skills: Strong communication skills and business maturity, enabling partner-level discussions at the intersection of technology and business.

• Operating systems: Knowledge of the Linux environment and Windows Server basics.

An additional asset will be:

• Tools: Practical knowledge of monitoring and log analysis tools (Grafana, Elasticsearch/Kibana).

• Experience in the logistics/courier industry or with a distributed network of devices (APM – automated parcel machines).

• Knowledge of C# and object-oriented programming.

What's in it for you:

• Well-located offices (with e.g. fully equipped kitchens, bicycle parking, terraces full of greenery) and excellent work tools (e.g., raised desks, ergonomic chairs, interactive conference rooms).

• A 16" or 14" MacBook Pro or corresponding Dell with Windows (if you don't like Macs) and all the necessary accessories.

• A wide selection of fringe benefits in a cafeteria plan - you choose what you like (e.g., medical, sports or lunch packages, insurance, purchase vouchers).

• English classes that we pay for related to the specific nature of your job.

• A training budget, inter-team tourism (see more here), hackathons, and an internal learning platform where you will find multiple trainings. 

• An additional day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal. 

• Social events for Allegro people - Spin Kilometers, Family Day, Fat Thursday, Advent of Code, and many other occasions we enjoy.

And that's just the beginning! You can read more about the benefits here.

#goodtobehere means that:

• You will join a team you can count on - we work with top-class specialists who have knowledge- and experience-sharing in their DNA.

• You will love our level of autonomy in team organization, the space for continuous development, and the opportunity to try new things. You get to choose which technology solves the problem and you are responsible for what you create.

• You will value our Developer Experience and the full platform of tools and technologies that make creating software easier. We rely on an internal ecosystem based on self-service and widely used tools such as Kubernetes, Docker, Consul, GitHub, and GitHub Actions. Thanks to this, you can contribute to Allegro from your very first days on the job. 

• You will be equipped with modern AI tools to automate repetitive tasks, allowing you to focus on developing new services and refining existing ones (also leveraging AI support).

• You will create solutions that will be used (and loved!) by your friends, family and millions of our customers.

• You will meet the Allegro Scale, which starts with over 1000 microservices, an open-source data bus (Hermes) with 300K+ rps, a Service Mesh with 1M+ rps, tens of petabytes of data, and production-used machine learning. 

• You will become part of Allegro Tech - We speak at industry conferences, cooperate with tech communities, run our own blog (it's been over 10 years!), record podcasts, lead guilds, and we organize our own internal conference - the Allegro Tech Meeting. We create solutions we love (and can) to talk about! 

Send us your CV and… see you at Allegro!