Customer Support Engineer

 Reporting to: Services Delivery Manager

 

Position Summary:

 

The Field Installation Software Engineer will work closely with customers, providing technical oversight on custom apps, installation, integration,
and launch support for the client's products. You could be involved in any phase of product design, installation and
support; however, you must be able to solve complex technical problems.

 

The Field Installation Software Engineer

will also review and validate/improve overall solution, project plans, processes, and documentation with the customer
and Clients  support/product teams improve the overall delivery process.

 

Main Responsibility Areas:
 
 Work closely with project management teams to build detailed and thorough project plans
 Work closely with engineering team to bridge knowledge and requirement between Field Deployment and
Custom development and manage Jira ticket assignment to engineering
 Support in house development of small features, bug fixes and configuration update in partnership with
engineering
 Complete low-level design documentation in support of system configuration
 Install Operating System, Layered Product, and Application Software
 Work closely with customer teams to develop and execute customer acceptance test plans
 Write/Manage support tickets as needed during the testing/installation/integration process
 Create and manage customer profile (contacts, SW versions, HW inventory etc.) in SalesForce for project
handover process
 Demonstrate ability to directly isolate and resolve software/system defects on customer systems as needed
during the project delivery
 Work closely with management and other teams to improve the overall delivery process primarily focusing on
ansible playbook development

 

 Computer Science / Technical degree (BA) and/or equivalent relevant experience
 Proven experience of performing direct Tier 2 and above customer project support in a
Telecommunications/IT environment (vendor-side)
 Good verbal and written communication skills, both face to face and remotely
Technical Knowledge
 Must have comprehensive experience of telecommunications experience and knowledge of
telecommunications networks (ex. IMS) and protocols (ex. SIP, ENUM, DIAMETER, SS7/Sigtran)
 Proven track record of performing a technical delivery role of and in depth knowledge of the following
products (DNS/ENUM, NP, CRE, SRP, STP. HSS/HLR) 
 Extensive experience performing direct Tier 2 and above customer support in a Telecommunications/IT
environment (vendor-side) 
 Experience working with virtual environments (VMware/KVM/OpenStack) 
 Competent working in Linux based OS environments

 

Personal Attributes
 Highly values accuracy and attention to detail.
 Strong ethical compass; maintains financial discipline and integrity.
 Action-oriented, results-driven, with a strong sense of urgency.
 Builds effective cross-functional relationships; earns trust and respect.
 Control-minded with a practical understanding of financial risk management.
 High energy, intellectually curious, and humble team player.
 Thrives in a dynamic, fast-paced environment.
 Demonstrates leadership qualities and a passion for continuous improvement.