Job Description

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.

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