Customer Support Engineer

Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software-based automated network that runs on any cloud. As the industry's only end-to-end, cloud-native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers.

Overview Of Business Area and Purpose of Role

The Support Engineer will work within the APAC Operations Team.

The purpose of this role is to provide focused technical expertise to APAC Customers and Operations teams on Mavenir-delivered products and deployments. It will provide the technical interface to other teams, both external and within the organization. It will also ensure an effective flow of information between the teams within operations and facilitate knowledge transfer.

The engineer will be able to assimilate new concepts quickly and be prepared to work in situations where they are learning as they work. They must be good at dealing with peers, other teams within the Mavenir organization, and the customer’s technical staff (including good customer-facing hard and soft skills).

The engineer will need to be able to work under pressure to complete work to tight time constraints or meet the needs of the customer. Also needs to be able to understand the business context of the project being delivered.

Duties and Responsibilities

Technical Support:

• Build up a strong R&D and Global support team relationship and act as the key Support to R&D and Global support interface
• Collaborating with the customer's technical staff to diagnose and troubleshoot software issues. This may involve code review, configuration analysis, and application troubleshooting. Following resolution, providing support to the customer during their testing of the fix. This could include running designated functional tests or regression tests
• Build up your technical knowledge and be able to investigate the issues thoroughly before escalating to R&D
• Use the provided test tools to capture and investigate the logs required by R&D/GPS teams
• Communicating with customers to establish details of problems/requirements
• Investigating and resolving customer problems within the contracted SLAs
• Working with other teams in the company to resolve technical problems
• Producing system documentation for the customer and support team
• Updating the call tracking system, providing status updates and action plans, and providing customer resolution reports for issues
• Provide technical support to the internal R&D teams during solution design, implementation, and testing phases
• Provide technical support to APAC delivery and support teams

Internal Training:

• Coaching internal teams on the technical details and capabilities of the products and end-to-end solutions

Quality:

• Review and update of technical aspects of the quality system to ensure information is correct and up to date

Qualifications & Experience

• Solid experience working with Linux. Red Hat, VMware, or such platforms
• Linux System Administration skills
• Experience in installing, upgrading, and configuring hardware and software
• Solid experience of mobile networks
• Good understanding of software engineering principles
• Good understanding of the SIP protocol
• Experience working with HP, Red hat, or such platforms
• Experience working with IP networks, good understanding of network concepts

Skills and Competencies

• Can do/will do attitude
• Methodical problem-solving skills
• Good verbal and written communication skills, both face-to-face and remotely, with people for whom English is not their first language
• Able to work from customer premises and able to work remotely with internal teams
• Able to assimilate technical information quickly and apply it to a given situation
• Shows initiative and is able to make appropriate decisions
• Good planning and organizational skills – able to multitask
• Commitment to achieve the required goals
• Team worker
• Able to build relationships with customers, identifying and focusing on their needs
• Commercial awareness
• Works well under pressure
• Able to work to job standards and process requirements, and drive for quality
• Ability to work individually with little supervision, but flag up issues promptly
• Able to work to meet deadlines
• Ability to pick up new technologies and products quickly

Special Features

Able and willing to freely travel within Turkey

Accessibility

Mavenir is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you require any assistance, please state in your application or contact your recruiter.

Mavenir is an Equal Employment Opportunity (EEO) employer and welcomes qualified applicants from around the world, regardless of their ethnicity, gender, religion, nationality, age, disability, or other legally protected status.