Position Overview
We are seeking a Senior Support Engineer to join our Global Technical Assistance Center team. The successful candidate will provide advanced technical support for telecommunications products, independently handle complex troubleshooting scenarios, and drive resolutions while maintaining exceptional service levels. This role requires deep technical expertise in telecommunications systems, scripting, and analytical problem-solving.
Key Responsibilities
Advanced Technical Support (70%)
- Provide senior-level technical support via phone, email, chat, and support portal
- Independently troubleshoot and resolve complex technical issues for telecommunications products, using AI tools.
- Perform advanced root cause analysis and incident management, using AI tools.
- Configure Alepo products in production, staging, and lab environments.
- Handle critical alerts and escalated tickets with minimal supervision.
- Install and deploy patches in coordination with R&D team following PAR guidelines.
- Achieve 90% closure rate for assigned tickets, alerts, and patch deployments within SLA
- Maintain maximum 3 wrong escalations to R&D Support annually
Customer Relationship Management (20%)
- Create accurate incident reports and root cause analysis documents within SLA
- Manage third-party integration L1 issues independently
- Communicate and resolve vendor issues within SOW and OLA requirements
- Participating in customer service review meetings and drumbeat calls
- Generate comprehensive technical reports and documentation
Technical Leadership and Automation (10%)
- Write automation scripts using prompt engineering, Shell, SQL, Java, Perl, Lua, and Bash
- Serve as Subject Matter Expert (SME) for minimum 2 Alepo product modules
- Perform a minimum of 2 AI based tasks which will help the GTAC team to evolve with customer success.
- Contribute a minimum of 24 knowledge base articles annually.
- Provide technical training and mentoring to junior team members.
- Install, configure, and customize open-source tools
Required Qualifications
Education
- Bachelor’s degree in computer science, Computer Engineering, Electronics, or Telecommunications from accredited institutions
Experience Requirements
- 3-6 years’ experience in technical support or application support roles
- 2+ years of telecommunications industry experience
- Proven experience handling alerts, server health monitoring, and troubleshooting
- Demonstrated ability to handle L1 third-party integration issues independently
Technical Skills – Must Have
Programming and Scripting:
- Advanced Java programming and scripting
- AI Prompt Engineering
- Perl scripting proficiency
- Lua scripting experience
- Bash scripting expertise
- Shell script development and automation
- SQL script writing and optimization
Database Technologies:
- MySQL database administration and troubleshooting
- Oracle database management and optimization
- Relational database concepts and performance tuning
- Database monitoring and maintenance
Operating Systems:
- Linux system administration
- Linux command line proficiency
- System monitoring and troubleshooting
- Performance optimization and tuning
Telecommunications Technologies:
- OSS/BSS systems expertise
- Advanced networking concepts
- Telecommunications protocols and standards
- 4G LTE, 2G/3G, WiMAX, WiFi technologies
- Radius and Diameter protocol knowledge
- AAA authentication systems
- CDR processing and analysis
Monitoring and Management Tools:
- ICINGA monitoring system expertise
- ZABBIX monitoring and reporting
- PRTG traffic analysis
- collected system statistics monitoring
- JIRA issue tracking and project management
- Trouble ticketing system administration
Standards and Processes:
- ISO 20000 standard implementation
- SLA management and compliance
- Incident management processes
- Change management procedures
- Service restoration protocols