Technical Support Engineer (Telecom)

Role Summary

Technical Support Manager is responsible for leading the delivery of large, strategic, and complex data integration projects. Will work closely with project team members, and few other internal team to ensure successful project delivery. The Technical Support Manager is ultimately responsible for the leadership, financial management, quality, and timely delivery of the project for our customer.

What We’re Looking For:

- Technical Expertise:

• Strong Linux system administration skills, with experience in troubleshooting, performance tuning, and automation.

• Solid understanding of IP networking concepts, ideally with knowledge equivalent to CCNA or hands-on experience with Cisco devices.

• Deep familiarity with 3GPP standards, especially Core Network interfaces and architecture across 3G, 4G, 5G Non-Standalone (NSA), and Standalone (SA) deployments.

- Personal Qualities:

• Goal-oriented, structured, and customer-focused.

• Independent, proactive, and eager to learn continuously.

• Resilient under pressure, with strong problem-solving and decision-making skills.

• Honest, reliable, and committed to high ethical and professional standards.

Your Mission:

• Act as the primary point of contact for the customer, understanding and addressing concerns, managing expectations, providing clear communications on issues, updates and requests.

• Deliver in-person and remote support, ensuring a high level of customer satisfaction and alignment with SLAs.

• Monitor, maintain, and troubleshoot a large-scale server infrastructure, ensuring high availability and optimal performance. Document issues, actions taken, and findings for full traceability.

• Perform software and hardware upgrades, patch management, and system optimizations as needed.

• Proactively detect and resolve system anomalies through logs, alerts, and diagnostic tools.

• Keep customers informed of progress on incidents and service requests, providing timely updates and resolutions.

• Accurately document incidents, actions taken, root causes, and resolutions to ensure full traceability and knowledge sharing.

• Collaborate closely with Engineering, Operations, and Support teams to escalate and resolve complex issues efficiently.

• Gather, document, and relay customer feedback and feature requests to the product and development teams.

• Contribute to the continuous improvement of support processes, monitoring systems, and internal documentation.

Qualifications:

• Education: Degree in IT or related field.

• Experience: 5+ years in telecommunications.

• Technical Skills: Proficient in Linux, with solid knowledge of mobile (GSM, UMTS, LTE, 5G) and landline (PSTN, ISDN, VoIP) technologies. Experience configuring Zabbix for network monitoring. Basic Bash and Python skills.

• Networking: Strong in IP (VPN, firewall, routing, remote access) and switch configuration.

• Additional Skills: Experience with PostgreSQL, ticketing systems, end-to-end testing, and mobile communication protocols.