Advanced Technical Support Engineer

Advanced Technical Support Engineer

As the global leader in high-speed connectivity, our client is committed to a people-first approach. Their teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. They're a technology company that leads with their humanity—driving their business priorities alongside meaningful social, community, and societal impact.

How You Will Contribute:

The client is looking for an Advanced Technical Support Engineer (CEST time zone) with a strong software background to join the Global Support Team. This post-sales role involves providing L3 support to a major European customer during business hours.

You'll support customer use of the internal inventory product, manage technical cases, and provide hands-on assistance. The inventory product is a suite of open, modular, vendor-agnostic applications that help operators improve customer experience, reduce OPEX, and simplify inventory management.

They're looking for someone with a "Customer First" mindset, strong troubleshooting skills, and the ability to work independently. The role involves working with internal teams, scripting in Linux, automating tasks, analyzing performance issues, and documenting Root Cause Analysis (RCA).

Key Responsibilities:

• Primary contact for the customer issues and cases
• Daily engagement with the customer to resolve production and non-prod issues
• Escalate critical issues to Engineering as needed
• Develop workarounds to address product limitations
• Provide feedback to internal teams (Account, PLM, R&D)
• Occasional off-hours support and travel as required

The must-haves:

• Bachelor's degree in a related field from a college or university with 5+ years related experience (or Master with 3+ years).
• Preferably of 5+ years' experience supporting software solutions
• Preferably has experience in an Engineering or technical support role with an equipment vendor in the Telco industry
• Strong Linux skills with some scripting is mandatory.
• Strong Network Troubleshooting experience
• Knowledge of the OSS/BSS/Network Management solutions/Systems.
• Languages: JAVA, Python, Shell Scripting.
• Database(s): PostgreSQL, Neo4j, Mysql
• Experience in database queries is an advantage.
• Knowledge on SNMP, Syslog, ICMP, SSH recommended
• Hands-on experience on RESTful APIs – interconnected software components interaction, engineering and testing (e.g. NMS applications, controllers, orchestrators, supervisory systems, etc.).
• Experience and understanding of kafka messaging bus.
• Experience in using monitoring tools like Nagios, Grafana, Prometheus and Kibana is desired.
• Deployment environment: Kubernetes, Docker, microservices.
• Experience on Talos Kubernetes is an advantage.
• Deployment experience in cloud-based environment AWS/Azure/GCP/OpenShift is an advantage.
• Experience with CI/CD pipeline – Jenkins etc is an advantage.
• Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other)

Assets:

• Detail-oriented with strong analytical and problem resolution skills in a customer-facing role.
• Expert monitoring, debugging and troubleshooting skills to collect all the needed information with minimal access and provide information to engineering/PLM for resolution.
• Good automation skills to come up with tools which will help in collecting required information from Customer site with minimal downtime.
• Strong written and oral communication skills. Good communication is a must for this role at a high-end technical level (general product overview) down to deep dive root cause type analysis.
• Should be able to work independently and be able to work with a globally distributed team (Occasional weekend support and extra hours needed).

Please ignore the budget as it is flexible and negotiable