Senior Technical Support Engineer

Job Summary

The Senior Technical Support Engineer is responsible for providing advanced technical assistance and troubleshooting for customers, ensuring timely resolution of complex issues and maintaining high levels of customer satisfaction. This role involves diagnosing intricate problems, implementing solutions, and collaborating with internal teams to deliver exceptional support.

Key Responsibilities

• Respond to and resolve customer support tickets across multiple products and platforms.
• Diagnose and troubleshoot software, hardware, and network issues.
• Implement workarounds and permanent fixes for customer-impacting problems.
• Collaborate with development teams to escalate and resolve critical bugs.
• Maintain accurate documentation of issues, resolutions, and processes.
• Develop Method of Procedure (MOP) documents for standard support activities.
• Ensure compliance with service-level agreements (SLAs) and internal quality standards.
• After-hours and weekend on-call availability on a rotating basis.
• Occasional night or weekend work required for scheduled maintenance windows.

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in Support, QA, Systems Engineering, or another similar role.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills for effective customer interaction.
• Ability to work under pressure and manage multiple priorities.
• Capable of working with minimal supervision.
• User-level knowledge of Linux.
• Competent in analyzing packet captures with Wireshark

Preferred Qualifications

• Expertise in mobile network technologies including 4G/LTE, and 5G core components (UPF/SMF).
• Knowledge of cloud platforms and virtualization technologies.
• Kubernetes and Red Hat OpenShift (OCP) expertise.
• Knowledge of 4G and 5G Small Cells.
• Familiarity with Fixed Wireless Access (FWA) technologies and implementations.
• Basic understanding of databases (MariaDB, MySQL).
• Shell scripting basics.
• Acquainted with Grafana, Elasticsearch, and Kibana.