We are seeking a Senior Support Engineer to join our Global Technical Assistance Center team. The successful candidate will provide advanced technical support for telecommunications products, independently handle complex troubleshooting scenarios, and drive resolutions while maintaining exceptional service levels. This role requires deep technical expertise in telecommunications systems, scripting, and analytical problem-solving.
Key Responsibilities
Advanced Technical Support (70%)
- Provide senior-level technical support via phone, email, chat, and support portal
- Independently troubleshoot and resolve complex technical issues for telecommunications products, using AI tools.
- Perform advanced root cause analysis and incident management, using AI tools.
- Configure Alepo products in production, staging, and lab environments.
- Handle critical alerts and escalated tickets with minimal supervision.
- Install and deploy patches in coordination with RD team following PAR guidelines.
- Achieve 90% closure rate for assigned tickets, alerts, and patch deployments within SLA
- Maintain maximum 3 wrong escalations to RD Support annually
Customer Relationship Management (20%)
- Create accurate incident reports and root cause analysis documents within SLA
- Manage third-party integration L1 issues independently
- Communicate and resolve vendor issues within SOW and OLA requirements
- Participating in customer service review meetings and drumbeat calls
- Generate comprehensive technical reports and documentation
Technical Leadership and Automation (10%)
- Write automation scripts using prompt engineering, Shell, SQL, Java, Perl, Lua, and Bash
- Serve as Subject Matter Expert (SME) for minimum 2 Alepo product modules
- Perform a minimum of 2 AI based tasks which will help the GTAC team to evolve with customer success.
- Contribute a minimum of 24 knowledge base articles annually.
- Provide