Company Description
An enterprise client, a leading provider of Telecom analytics for roaming, security and risk management and end-to-end domestic and roaming testing solutions is looking to partner with a proficient L2 Support Engineer to join a dynamic customer support team.
Job Description
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Delve deep into product functionalities to address intricate product queries.
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Cultivate a broad understanding of the product codebase.
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Perform Level 3 analysis, troubleshooting, and resolution of customer service requests (CSRs).
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Scrutinize product logs, draw parallels with code, and pinpoint problems at the L2 level.
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Adhere to stipulated protocols for escalating issues to the engineering team.
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Craft patches or hot-fixes in tandem with the backend engineering function, when required.
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Be actively involved in assessing and implementing product upgrade and installation protocols.
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Channelize valuable customer feedback to the backend engineering function for product enhancements.
Qualifications
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Proficiency in Core Java programming.
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Adeptness in scripting (Shell or Perl).
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Profound knowledge of Linux.
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Stellar verbal and written communication prowess.
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Proven ability to engage transparently with both customers and internal stakeholders.
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Collaborative mindset for working with diverse teams.
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Demonstrated efficiency in resolving queries over call and email.
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A robust experience of 5-7 years in the software domain, with a preference for a telecommunications background.
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Minimum of 4 years in an L2 Support Engineer capacity or a role of similar nature.
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A development (programming) stint spanning 2-3 years will be advantageous.
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Education in Computer Science, Electronics and Communication Engineering, Telecom Engineering, or any allied domain.
Additional Information
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Fully remote opportunity.
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Applicants must be based in Portugal.
