The Customer Support Engineer L1 plays a key role in delivering exceptional support and solutions to clients, including deploying and supporting Enghouse products at customer sites (on-site) and providing remote assistance to clients in Brazil and internationally. Responsibilities include building and configuring new systems for deployment (staging) and providing first and second-level support for installed products. This is an exciting in-person position based in our São Paulo, SP office, requiring a five-day office presence and reporting directly to the Customer Support Manager.
Responsibilities:
Building and configuring new systems for deployment at customer sites (Staging).
Provide first and second level of support for products installed at customer sites.
Escalating complex technical issues product specialists either locally or in other Regional / Support Centres.·
Available to take part in 24 x 7 on call where typically include:
Handling customer support requests from initiation through to closure.
Troubleshooting problems, answering customer queries, handling configuration requests, and installing software updates.·
Support/Deployment of new/upgraded solutions within the operators’ network (On-site and Remotely)·
Projects implementation at customer sites (Hardware/Software installation, Product integration/configuration, customer training and testing)·
Project reporting and site documentation·
Logging and tracking Project or Support issues using Enghouse Helpdesk logging tool· Writing statistics from supported products to Sales areas.·
Writing technical Operations and customer facing procedure documents·
Writing Unix Shell scripts.
Qualifications & Experience
University graduate with a degree in Computer Science or Telecommunications Engineering.
Minimum of 4 years of experience in an IT/Telecom Support or Operations role.
Working knowledge of Unix OS system administration, networking, and routing protocols.
Database administration experience (Linux, Oracle, MariaDB, MySQL, and databases in general).
Solid understanding of mobile network protocols, including: SIGTRAN, SS7, TCP, IP, SMPP, and SNMP.
Solid understanding of BSS (Business Support Systems) network protocols, including: Diameter Gx, Gy, Ro, S6a, Sy, SCTP, IP, SMPP, and SNMP.
Skilled at working in tandem with a team of engineers or independently as required.
Strong awareness of networking and internet protocols, including: TCP/IP, DNS, SCTP, SMTP, HTTP, and distributed networks, with troubleshooting and tracing expertise.
Knowledge of web services, APIs, REST, and RPC.
Excellent communication skills
Ability to maintain good relationships with customers, with flexibility and cooperation.
Fluency in English (verbal and written) is essential; an additional language is an advantage.
Willingness to travel extensively on company business.
Ability to go the office 5 days a week, from 11am to 8 pm
About Us:
Jinny Software is a wholly-owned subsidiary of Enghouse Systems Limited. Enghouse Systems Limited is a publicly traded Canadian based software and services company founded in 1984. Enghouse shares are traded on the Toronto Stock Exchange (TSX) under the symbol “ENGH”. Enghouse serves a number of distinct vertical markets through its two business segments, each developing and selling enterprise-oriented applications software.Enghouse Video brings enterprise video tools and services to business, everywhere through highly secure, scalable and flexible cloud-based services.
Visit us on: Here
We appreciate the enthusiasm of all applicants, and while we thank you for your interest, only those selected for an interview will be contacted. Enghouse is proud to be an equal-opportunity employer, ensuring that all applicants are considered without discrimination, and accommodation will be provided upon request during the hiring process. Ready to revolutionize the future with us? Apply now!
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