Offer summary

Qualifications:

Bachelor's degree in Telecommunications or related field., 3-7 years of experience in technical support roles, especially in telecom environments., Hands-on experience with signaling applications like HSS, HLR, STP, DNS-ENUM, NP, DRA, Signaling Firewall., Strong troubleshooting skills with knowledge of protocols such as SS7, DNS, ENUM, Diameter, SIP..

Key responsibilities:

Troubleshoot customer issues end-to-end and ensure SLA compliance.

Take ownership of support requests and coordinate with technical teams for resolution.

Participate in customer meetings, recreate issues in lab, and document procedures.

Assist with maintenance, patch updates, and out-of-hours support rotations.

Job description

General Characteristics

Performs excellent customer service support
A self starter with ability to work independently
Promotes teamwork
Able to adapt to change
Able to work under pressure
Leads by example
Problem-solving mindset & analytical thinker

Responsibilities

Performs end to end troubleshooting of customer issues
Start-to-Finish owner of customer support requests, maintaining SLA compliance and work scope, both in and out of business hours
Take ownership of customer issues until resolution
Working with the customer technical staff to troubleshoot the systems in the customer network, isolate problem to sub system level or component.
Provide outage recovery expertise and provide root cause analysis
Working with other teams in Titan.ium to resolve technical problems
Ensure Support SLAs and goals are consistently met
Participate in customer facing case review meetings
Recreate customer issues in the lab
Create and maintain detailed documentation. i.e., MOPs
Adhere to support processes
Ability to make sound decisions quickly and efficiently
Contribute to knowledge base articles
Use the case tracking system to provide status updates, action plans, and document activities
Participate in the out of hours on call support Rotation
Assist customers with maintenance and patch updates in their lab and production systems

Communication Skills

Excellent English verbal and written communication skills, both face to face and remotely
Communicating with customers to establish details of problems/requirements
Interacts with multiple departments

Experience

BS or Engineering degree with a focus in Telecommunications
Past Telecom experience, and support of Tier1 customers, within mobile service provider or vendor preferred.
3-7 years proven track record of performing a technical support role and client facing
Hands-on experience with operations and troubleshooting of at one of the following signaling applications, HSS and/or HLR (including SDM), STP, DNS-ENUM, NP, DRA, Signaling Firewall, Centralized Routing Engine
Knowledge of at least two of the following signaling protocols: SS7, DNS, ENUM, Diameter, SIP
Skilled in troubleshooting network connectivity issues, with an understanding of SCTP/TCP/UDP, and basics of SSL/TLS
Experience in using troubleshooting tools and signaling test tools such as Wireshark and Signaling simulators
Familiarity with ticketing (CRM) systems similar to Salesforce/JIRA
Hands on experience in Linux
Understanding of the technical requirements tied to Virtualization and Cloud Computing: NFV, OpenStack, KVM, VMware, AWS, Ansible, Containers, Kubernetes