We are seeking a highly skilled Support Engineer to join our dynamic team. As a Support Engineer, you will play a crucial role in providing exceptional customer support and ensuring the availability and swift resolution of OSS/BSS products. You will be responsible for advanced troubleshooting, fault isolation, and remediation, working closely with 1st line engineers, 3rd parties, and customers.

Role Responsibilities

1. Customer Support. Address customer support requests promptly and effectively, following established processes.
2. Technical Expertise. Provide in-depth technical support, resolving source code-level issues and complex technical queries.
3. Trouble Reporting. Create and manage trouble reports, documenting recommended solutions and collaborating with the Design Maintenance team to address software bugs.
4. Emergency Support. Participate in 24/7 emergency duty and support critical cases as needed.
5. Feedback Collection. Gather customer feedback and communicate it to the R&D program to drive product improvements.
6. Knowledge Sharing. Continuously update the knowledge base and share insights within the organization.
7. Feature Introduction. Engage in First Feature Introduction (FFI) activities to ensure smooth integration of new features.
8. On-Site Support. Provide on-site support when necessary.
9. Service Preparation. Contribute to serviceability and service preparation activities.

Required Skills

1. Cloud Technologies. Proven knowledge of Cloud Native concepts, Docker, Kubernetes, AWS, Azure, and GCP.
2. Security Awareness. Understanding of product security, privacy, and risk assessment.
3. Technical Competence. Deep troubleshooting skills and fault isolation expertise in complex IT/Telecom systems.
4. Coding Skills. Proficiency in analyzing and troubleshooting code. Experience with scripting languages such as Bash, Python, Perl, Ansible, and Cassandra. Scala experience is preferred.
5. Communication. Ability to maintain professional communication with customers and local companies, especially in high-pressure situations.
6. Composure. Capability to work effectively under pressure while providing top-notch support.

What You Will Bring

1. Experience. 4-10 years of experience in running services on Linux, technical support, emergency handling, and customer request management.
2. Customer Focus. A strong commitment to customer satisfaction.
3. Multitasking. Ability to manage multiple tasks and projects in a fast-paced environment.
4. Self-Starter. Enthusiasm for technology and a proactive approach.
5. Time Management. Excellent organizational skills and multitasking capabilities.
6. Teamwork. A collaborative team player who can also work independently.
7. Flexibility. Willingness to work flexible hours as required.
8. Business Acumen. Familiarity with general business terms and processes.
9. Problem-Solving. Innovative and creative approach to problem-solving with advanced diagnostic and technical analysis skills.
10. Values. Demonstrated values of perseverance, professionalism, respect, and integrity.

Education

1. Qualifications. B.Tech, M.Tech, or equivalent experience in a relevant field (Software Development, Telecom Business).
2. Experience. Over 5 years of experience in the Telecom industry is preferred.