About the Role
As a Core Support Engineer, you'll work closely with both our clients and internal teams to support, integrate, and onboard Telecom solutions, ensuring seamless operations and high customer satisfaction.
Key Responsibilities
- Serve as the primary point of contact for a major customer, managing all maintenance and support activities.
- Analyze and troubleshoot technical incidents to ensure timely service restoration.
- Develop, communicate, and execute action plans to resolve issues effectively.
- Ensure compliance with SLAs and maintain clear communication with the customer throughout the resolution process.
- Collaborate with Level 3 Technical Support and other delivery teams to manage technical escalations.
- Support customer onboarding and ensure successful integration of Telecom solutions.
- Participate in the delivery process and contribute to solution integration efforts.
Technical Expertise
- Strong understanding of 4G/5G network architecture, interfaces, and protocols.
- Proficiency with Linux (RedHat, CentOS) and Windows Server (2012/2016).
- Experience with cloud platforms (e.g., AWS, Azure).
- Familiarity with cloud-native orchestration tools (e.g., Kubernetes, Docker).
- Knowledge of monitoring tools (e.g., Prometheus, Grafana)
- Strong telecom and network monitoring knowledge.
Preferred Skills
- Experience with databases: MySQL, Sybase, PostgreSQL, Oracle.
- Familiarity with virtualization environments (e.g., ESX/VMware).
- Understanding of optical networks.
- Knowledge of EXFO products and solutions is a plus.
Qualifications
- Bachelor's or Master's degree in Computer Science or a related field (or equivalent experience).
- Approximately 5 years of experience in a similar role.