Senior Support Engineer

Senior Support Engineer

The Senior Support Engineer is responsible for delivering exceptional technical support while acting as a trusted advisor to key customers. This role combines deep technical expertise with strong customer engagement, ensuring issues are resolved effectively, customers are supported proactively, and MACH solutions deliver maximum value.

A Day in the Life Senior Support Engineer:

• Resolve complex technical issues across MACH platforms
• Act as the primary technical point of contact for assigned customers
• Proactively monitor customer environments and identify risks
• Support onboarding, integration, and ongoing optimisation
• Work closely with Product & R&D to escalate and resolve defects
• Build strong relationships with customer technical and operational teams

Roles & Responsibilities:

• Provide L2/L3 technical support across MACH's solutions (roaming, clearing, interconnect)
• Act as Technical Account Manager for assigned customers, owning day-to-day technical relationship
• Lead incident management and resolution, ensuring timely and high-quality outcomes
• Perform root cause analysis (RCA) and implement preventative actions
• Monitor system performance and proactively address potential issues
• Support customer onboarding, integration, and configuration activities
• Collaborate with Product & R&D to prioritise defects, improvements, and feature requests
• Deliver technical guidance and best practices to customers
• Maintain clear and regular customer communication on incidents, changes, and updates
• Contribute to documentation, knowledge base, and continuous improvement initiatives

Key Success Measures:

• Incident resolution time and SLA adherence
• Customer satisfaction and relationship strength
• Reduction in repeat incidents and defects
• Proactive issue identification and prevention
• Quality of technical support and communication
• Contribution to product improvement feedback loops

Experience & Background:

• 5+ years in technical support, operations, or customer-facing engineering roles
• Experience in telecom, SaaS, or platform-based solutions
• Strong understanding of networking, integrations, APIs, or data processing systems
• Experience dealing with enterprise customers and complex environments
• Multi-year experience in Roaming industry, including GSMA & TADIG / BCE knowledge
• Knowledge of Roaming wholesale workflow from CDR to settlement

Skills & Capabilities:

• Strong troubleshooting and problem-solving skills
• Ability to manage high-severity incidents under pressure
• Customer-facing skills with ability to build trust and credibility
• Clear communication across technical and non-technical stakeholders
• Strong understanding of systems, integrations, and data flows
• Ability to prioritise and manage multiple customers/issues simultaneously
• Proactive mindset with focus on continuous improvement
• Familiarity with monitoring, ticketing, and incident management tools

What Makes You a Great Fit:

• You are both technically strong and customer-focused
• You take ownership of issues end-to-end
• You are proactive—not just reactive
• You communicate clearly and confidently with customers
• You thrive in a fast-paced, global environment

Limitation and Disclaimer:

The aforementioned job description is aimed to provide an overview of the overall type and level of work being performed for this role; it shouldn't be interpreted as a complete list of all obligations, responsibilities, and qualifications needed for the job. In no way does this job description imply or say that these are the exclusive responsibilities of the employee holding this position. Any additional job-related instructions or tasks that are requested by the manager must be completed by the employee.