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Customer Support Engineer
NetNumber Netherlands, BVRemote, Poland7 days ago
Job descriptionPerforms end to end troubleshooting of customerissues Start-to-Finish owner of customer support requests, maintaining SLA compliance and work scope, both in and out of business hours Take ownership of customer issues untilresolution Working with the customer technical staff to troubleshoot the systems in the customer network, isolate problem to sub system level or component. Provide outage recovery expertise and provide root cause analysis Working with other teams inTitan.iumto resolve technicalproblems Ensure Support SLAs and goals are consistentlymet Participate in customer facing case review meetings Recreate customer issues in thelab Create and maintain detailed documentation. i.e.,MOPs Adhere to supportprocesses Ability to make sound decisions quickly andefficiently Contribute to knowledge basearticles Use the case tracking system to provide status updates,actionplans, and document activities Participate in the out of hours on call supportRotation Assist customers with maintenance and patch updates in their lab and production systems Excellent English verbal and written communication skills, both face to face and remotely Communicating with customers to establish details ofproblems / requirements Interacts with multiple departments BS or Engineering degree with a focus in Telecommunications Past Telecom experience, and support of Tier1 customers, within mobile service provider or vendor preferred. 3-7 years proven track record of performing a technical support role and client facing Hands-on experience with operations and troubleshooting of at one of the following signaling applications, HSS and / or HLR (including SDM), STP, DNS-ENUM, NP, DRA, Signaling Firewall, Centralized Routing Engine Knowledge of at least two of the following signaling protocols : SS7, DNS, ENUM, Diameter, SIP Skilled in troubleshooting network connectivity issues, with an understanding of SCTP / TCP / UDP, and basics of SSL / TLS Experience in using troubleshooting tools and signaling test tools such as Wireshark and Signaling simulators Familiarity with ticketing (CRM) systems similar to Salesforce / JIRA Hands on experience in Linux Understanding of the technical requirements tied to Virtualization and Cloud Computing : NFV, OpenStack, KVM, VMware, AWS, Ansible, Containers, Kubernetes
GeneralCharacteristics
- Performs excellent customer servicesupport
- A self starter with ability to work independently
- Promotesteamwork
- Able to adapt tochange
- Able to work underpressure
- Leads byexample
- Problem-solving mindset & analytical thinker
Responsibilities
Communication Skills
Experience
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Support Engineer • Remote, Poland
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