Senior Product Support Engineer impacting product development through engineering and ILS in various sectors. Focused on driving innovations and managing the establishment of a branch.
About the role
- Support Engineer Level 2 working in telecommunications environments focused on VAS and IoT. Involves troubleshooting technical incidents in critical service settings.
Responsibilities
- Perform advanced technical analysis and Level 2 troubleshooting of incidents in VAS and IoT environments.
- Investigate and resolve issues related to telecommunications networks, systems, and applications.
- Interact with customers, internal teams, partners, and service providers for diagnosis and resolution of incidents.
- Lead and participate in technical bridge calls to collaboratively resolve critical incidents.
- Implement temporary workarounds to minimize impact and ensure service continuity.
- Work collaboratively with L1/NOC and L3 teams for escalation and resolution of complex issues.
- Ensure compliance with customer-agreed SLAs by monitoring incidents and resolution timelines.
- Support technical activities related to installation, configuration, and infrastructure support, including systems, virtual machines, and connectivity.
- Prepare technical reports and participate in root cause analysis (RCA) of incidents.
Requirements
- 3 to 5 years of experience in technical support, operations, or maintenance within telecommunications environments.
- Experience managing and resolving technical incidents in critical environments.
- Experience in VAS, IoT, or mobile network environments is a plus.
- Bachelor's degree in Engineering, Telecommunications, Information Technology, or related fields.
- Linux and/or Solaris operating systems
- Shell scripting and basic automation
- Programming or scripting in Python (advantageous)
- Oracle or MySQL databases, with solid SQL knowledge
- Telecommunications protocols such as GSM, SS7, SIGTRAN, and Diameter.
- Knowledge of call flows and routing in Core/VAS networks (3G, 4G, or 5G).
- Protocols such as MAP, CAMEL, INAP, GPRS, or SMPP.
- Experience with CDR (Call Detail Records) and billing systems.
- Technical tools such as Wireshark, Postman, Jenkins, and Ansible.
- Knowledge of APIs and integration testing.
Benefits
- Hybrid work model – approximately 3 days on-site and 2 days remote, depending on project needs.
- All positions are open to candidates with disabilities; we promote gender and racial/ethnic equity.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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