Senior Technical Product Support Specialist

Functional Support Analyst

As a Functional Support Analyst, you will be an integral part of our Maintenance & Managed Services team, providing technical support to users of Telarix's billing, routing, and trading software suite, which serves wholesale telecom service providers across the globe.

Your primary responsibilities will revolve around supporting customers by responding to questions, troubleshooting issues, and assisting with system processes, ultimately ensuring that they have a great experience operating the software.

So, how are we going to keep you busy?

Manage support tickets end-to-end — from triage and resolution path definition through to closure, ensuring compliance with agreed SLAs and business priorities. Perform technical troubleshooting — contrast application behavior to client expectations by means of generating database analysis queries, complex T-SQL code analysis, validation of hardware performance, review of SQL execution plans, and validate code modifications to identify both logical and performance defects and underlying root cause. Collaborate effectively across teams — work with subject matter experts, infrastructure teams, R&D, QA, and Sales in an agile, fast-paced environment to drive timely solutions. Communicate clearly with customers — ascertain customer expectations, criticality of requests, ensure supporting documents are provided and completed, provide professional updates, workarounds, and well-documented resolutions for knowledge sharing. Contribute to continuous improvement — document knowledge base articles, generate defect reports, maintain ticket hygiene, and support 24x7 global operations reporting. Act as the primary customer liaison by leading customer facing meetings, handling escalations, and building trusted long-term relationships.

What will make you eligible for this role?

Bachelor's degree in computer science or related fields.

Experience, that will be an advantage:

5+ years of Customer Support Experience. (must) 2+ years of experience supporting Windows and/or Linux environments. (must) Up to 2 years of experience and strong understanding of SQL Server including complex queries, stored procedures, views, functions. (must) 2+ years of Telecom experience. (plus) Up to 2 years of development experience. (plus) Experience with AWS is a plus. (plus)

What will make you the best-fit for this role?

Practical experience with SQL, scripting, or similar database technologies, with the ability to apply them in real-world scenarios. Strong communication and presentation skills; proficiency in multiple languages (Spanish and English preferred) is an advantage. Exceptional organisational abilities, with proven capacity to prioritise and manage multiple competing tasks effectively. Advanced problem-solving, analytical, and troubleshooting expertise to address complex technical and business challenges.

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.