L2 Support Engineer

Mobileum; Dallas (TX); On-site; USD 70,000 - 80,000; Full time

Job summary

An established industry player seeks an L2 Support Engineer to enhance customer satisfaction through effective management of service requests. This role demands strong technical expertise in Linux/UNIX, databases, and telecom protocols, focusing on troubleshooting complex issues and collaborating with teams for seamless service delivery. The ideal candidate will possess a customer-oriented mindset and problem-solving skills, ensuring timely resolution of customer service requests. Join a dynamic team in a leading telecom analytics firm, where your contributions will significantly impact customer experiences and operational excellence.

Qualifications

• 3+ years of practical experience in a support position, ideally in telecommunications.
• Strong expertise in Linux operating systems and telecom protocols.
• Proficient in English, both written and spoken.

Responsibilities

• Manage customer service requests and ensure resolution within defined SLAs.
• Troubleshoot complex issues and collaborate with internal teams.
• Maintain a proactive, customer-centric approach.

Skills

Linux/UNIX

databases

telecom protocols

customer-oriented mindset

problem-solving

IP knowledge

VPN

Firewall

routing

remote access

Education

B.E. / B.Tech. in Computer Science

M.E./M. Tech. in Electronics Engineering

M.Sc. in Computer Science

MCA

Tools

Oracle

PostgreSQL

Couchbase

Job description

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We are looking for L2 Support Engineer with Mobileum at Dallas, TX.

About Us:

Mobileum is a leading provider of Telecom analytics solutions for roaming, core network, security, risk management, domestic and international connectivity testing, and customer intelligence. More than 1,000 customers rely on its Active Intelligence platform, which provides advanced analytics solutions, allowing customers to connect deep network and operational intelligence with real-time actions that increase revenue, improve customer experience, and reduce costs. Know our story: https://www.mobileum.com/

Headquartered in Silicon Valley, Mobileum has global offices in Australia, Dubai, Germany, Greece, India, Portugal, Singapore and UK with global HC of 1800+.

Join Mobileum Team:

At Mobileum we recognize that our team is the main reason for our success. What does work with us mean? Opportunities!

Job Description:

We are looking for a L2 Support Engineer to manage customer service requests (CSRs) and ensure their resolution within defined SLAs, while maintaining high levels of customer satisfaction. The ideal candidate will have strong technical expertise in Linux/UNIX, databases, and telecom protocols. The role involves troubleshooting complex issues, collaborating with internal teams and third-party vendors, and contributing to seamless service delivery for telecom operators. Strong problem-solving skills and a customer-focused approach are essential.

Roles and responsibilities:

Maintains a proactive, customer-centric approach.

Focused, organized, and driven to achieve solutions efficiently.

Close CSRs on time with a strong commitment to quality.

Takes ownership and anticipates needs with dedication.

Works collaboratively toward shared objectives.

Experienced in managing escalations.

Understands complex technical systems and quickly learns new technologies.

Skills Sets:

Excellent customer-oriented mindset with a passion for solving complex technical problems.

CSR handling to be done in accordance with the agreed SLA's - Response time and Resolution time being the primary KPIs.

Emergency CSR handling on a 24/7 service level.

Experience in handling Tier 1 customers.

Installing patches and Emergency corrections.

Maintain all the connectivity and account details from a support perspective to provide efficient support

Develop workarounds to limit customer downtime while a permanent solution can be developed.

Replicate/diagnose CSRs such that engineering can quickly provide a corrective solution.

Regular follow-up with engineering team and third party vendors on escalated CSRs.

Be prime interface to the customer and hold review meetings with the customer on a timely basis.

Several years of practical experience in support position ideally in telecommunication industry.

Provide Customer related intelligence back to engineering, marketing and sales on product functionality, performance, reliability and account status

Strong expertise in Linux operating systems

Experience with Oracle, PostgreSQL and Couchbase databases.

Strong IP knowledge including VPN, Firewall, routing, and remote access.

Proficient in English, both written and spoken

Understanding of mobile communication technologies (GSM, UMTS, LTE)

Knowledge of PS mobile core network architectures (LTE/5G).

Educational Qualification:

• B.E. / B.Tech. , M.E./M. Tech. or M. Sc. in Computer Science / Electronics Engineering / MCA

Work Experience:

• 3+ Years

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Information Technology

• Industries

  Telecommunications

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