Job Description

Our client is a global provider of intelligent mobile Internet solutions that enable operators to improve quality, reduce network operational expenses, and manage and monetize the mobile Internet.

 

Requirements:

 Experience with customer-facing activities in an international environment

 Knowledgeable in customer support processes, tooling, and troubleshooting

 Knowledge in networking: TCP/IP, switching, routing – Must have

 Experience with Linux/Unix-based systems – Must have

 Experience in the mobile and Telco markets (working with telco providers) - advantage

 Experience with load balancers – advantage

 Knowledge of VM environments, NFV and SDN - advantage

 Scripting knowledge (Perl/python/bash) – an advantage

 Self-learning and self-motivated

 Solve problems independently and creatively

 Team player and capability working with cross-company teams abroad and in the HQ

 High level of communication and reporting

 Excellent communications skills in English (read and write)

 

Qualifications:

 BSc/BA degree or equivalent work experience.

 5+ years of experience as a customer support/services engineer

 International work experience and cultural awareness an advantage

 Experience with global support organizations working with support teams abroad

 

Responsibilities:

The Global Senior Support engineer is part of the Global Support and Maintenance group and handles the technical support of the company’s products and solutions.

 

 You will take ownership of customer issues reported and see problems through to resolution on-site or remotely, per need

 Research, diagnose, troubleshoot, and identify solutions to resolve customer issues

 Resolve time-critical deployment and production issues

 Provide customer support, technical issues resolution, and improvements within the agreed SLA, on-site and remotely

 Provide prompt and accurate feedback to customers

 Ensure proper recording and closure of all issues

 Prepare accurate and timely reports

 Document knowledge in the form of knowledge base tech notes and articles

 Participation in providing training to customers as required

 Take part in the On-Call duty rotation

 

Requirements:

 Experience with customer-facing activities in an international environment

 Knowledgeable in customer support processes, tooling, and troubleshooting

 Knowledge in networking: TCP/IP, switching, routing – Must

 Experience with Linux/Unix-based systems – Must

 Experience in the mobile and Telco markets (working with telco providers) - advantage

 Experience with load balancers –advantage

 Knowledge of VM environments, NFV, and SDN - advantage

 Scripting knowledge (Perl/python/bash) – advantage

 Self-learning and self-motivated

 Solve problems independently and creatively

 Team player and capability working with cross-company teams abroad and in the HQ

 High level of communication and reporting

 Excellent communications skills in English (read and write)

 

Qualifications:

 BSc/BA degree or equivalent work experience.

 5+ years of experience as a customer support/services engineer

 International work experience and cultural awareness an advantage

 Experience with global support organizations working with support teams abroad