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

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
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

Senior Technical Support Engineer

Key skills