Support Engineer

MBR Partners; Ciudad de México; Presencial; MXN 30,000 - 70,000; Jornada completa

Descripción de la vacante

Una empresa innovadora en el sector de telecomunicaciones busca un Ingeniero de Soporte para resolver problemas técnicos complejos y asegurar la satisfacción del cliente. En este emocionante rol, serás responsable de la instalación y configuración de sistemas, así como de la gestión de tickets de soporte. Se espera que tengas experiencia en el sector y habilidades sólidas en Linux y SQL. Esta es una gran oportunidad para contribuir a soluciones de vanguardia y trabajar en un entorno colaborativo que valora la innovación y el crecimiento profesional. Si te apasiona la tecnología y el servicio al cliente, esta posición es para ti.

Formación

• 2 años de experiencia en un rol de soporte técnico con enfoque en análisis y atención al cliente.
• Conocimientos de protocolos de telecomunicaciones como GSM y SIP son una ventaja.

Responsabilidades

• Instalar, integrar y configurar sistemas personalizados para clientes.
• Analizar operaciones del sistema y proponer soluciones óptimas.

Conocimientos

Soporte técnico

Comunicación verbal y escrita

Atención al detalle

Análisis de logs

Navegación en sistemas Linux

SQL básico

Trabajo en equipo

Gestión de múltiples tareas

Educación

Licenciatura en ingeniería/Telécomunicaciones/Ciencias de la Computación

Herramientas

Linux

Windows

ORACLE

Descripción del empleo

Job Description

Our client helps operators simplify increasing business complexity. They create innovative Roaming and Interconnect solutions for operators around the world. They are constantly evolving their products and integrating new technologies – such as VoLTE, 5G, IoT, BCE, Cloud Numbers, and A2P Messaging – so that operators can embrace what’s next. They forge meaningful relationships with their customers and allow them to do the same with their partners.

A Day in the Life of the Support Engineer:

As a Support Engineer, your day will revolve around solving complex technical issues, ensuring customer satisfaction and collaborating with various teams. To perform this job successfully, an individual must be able to interact with the company’s customers in a clear and professional manner, have excellent verbal and written communication skills, have great attention to detail, be capable technically of navigation through remote systems operating on Linux OS, and be comfortable performing basic SQL functions and analyzing debug level logs of live systems.

So, how are they going to keep you busy:

1. Delivery: Install, integrate and configure.
2. Develop processes and procedures for typical customized system applications.
3. Construct and execute a testing plan.
4. Analyze system output/operations in relation to client requirements, identify inconsistencies, and propose/implement optimal solutions.
5. Produce detailed feature request documents for functional enhancements and further development of core products or customizations.
6. Perform troubleshooting, debugging, and analysis on system issues, analyze complex issues with QA and R&D, and open and follow up on bugs.
7. Customized training and optimizations.
8. Support their customers by handling T3+ tickets opened by the ticketing system, on all rounds.

What will make you eligible for this role:

1. 2 years’ experience in a technical support role, with proven analytical and customer engagement.
2. 3+ years in the Telecommunications industry, preferred.
3. Knowledge of OS – Linux and Windows.
4. Knowledge of GSM [MAP Signaling], CAMEL, ISUP, Sigtran, SIP, SS7 – a strong advantage.
5. Diameter Protocols (Gx, Gy) – a strong advantage.
6. Knowledge of Linux shell scripting, preferred.
7. Knowledge of Database – ORACLE, preferred.
8. Bachelor's degree in engineering/Telecommunications/Computer Science, preferred.
9. Ability to effectively juggle/prioritize multiple tasks and function well within a team.
10. Willingness to travel abroad.
11. Client-facing experience.
12. English Language proficiency, written and verbal – a must.
13. Spanish language fluency – an advantage.