Customer Support Engineer
Reports To: Regional Support Manager
Position Summary:
The Customer Support Engineer is responsible for providing technical support and maintaining strong customer relationships across the region. This role serves as the primary owner of customer support cases, managing issues from initial diagnosis through resolution while ensuring compliance with service level agreements (SLAs). The successful candidate will combine strong telecommunications expertise with excellent customer service, troubleshooting, and communication skills.
Key Responsibilities
Customer Support & Incident Management:- Deliver exceptional customer support and maintain high customer satisfaction.
- Own customer support requests from start to finish, ensuring timely resolution and SLA compliance.
- Troubleshoot and resolve complex customer issues independently and collaboratively.
- Work directly with customer technical teams to identify, isolate, and resolve system and network problems.
- Provide outage recovery assistance and perform root cause analysis (RCA).Coordinate with internal engineering, product, and development teams to resolve technical issues.
- Participate in customer-facing review meetings and provide regular updates on open cases.
- Assist customers with maintenance activities, software upgrades, patching, and system updates in lab and production environments.
- Participate in an on-call support rotation, including after-hours support as required. Technical Operations
- Install, configure, test, upgrade, and maintain telecommunications solutions.
- Recreate and analyze customer issues in a lab environment.
- Utilize case management systems to document activities, action plans, and status updates.
- Ensure adherence to established support processes and procedures.
- Make timely and effective decisions in high-pressure environments. Documentation & Knowledge Management
- Create and maintain technical documentation, including Methods of Procedure (MOPs).Contribute to internal and customer-facing knowledge base articles.
- Support continuous process improvement initiatives and operational excellence. Technical SkillsHands-on experience with one or more of the following:
- HSSHLR (including SDM)STPDNS/ENUMNumber Portability (NP)DRASignaling Firewall
- Centralized Routing Engine
- Knowledge of at least two of the following protocols:
- SS7DiameterSIPDNSENUMStrong understanding of:
- SCTP, TCP, and UDP networking protocols
- Basic SSL/TLS concepts
- Linux administration and troubleshooting
- Experience using:
Wireshark
Signaling simulators
Ticketing/CRM tools such as Salesforce, Jira, or similar platforms
Familiarity with virtualization and cloud technologies, including:
NFVOpenStackKVMVMwareAWSAnsibleContainersKubernetesCommunicationSkillsExcellent verbal and written English communication skills.
Ability to clearly communicate technical concepts to customers and internal stakeholders.
Strong presentation and customer engagement skills.
Ability to collaborate effectively across multiple departments and teams. Personal Attributes
Customer-focused with a commitment to service excellence.
Self-motivated and able to work independently.
Strong analytical and problem-solving skills.
Calm and effective under pressure.
Adaptable in a fast-paced, dynamic environment.
Detail-oriented with a high level of accuracy.
Results-driven with a strong sense of ownership and accountability.
Team player who builds trust and positive cross-functional relationships.
Demonstrates integrity, professionalism, and sound judgment.
Passionate about continuous improvement and learning.
Leads by example and contributes positively to team success. Must be a US citizen - No work permit solutions
