Senior Technical Support Engineer

Advantage 360; Massachusetts; Hybrid; USD 80,000 - 110,000; Full time

Job summary

Advantage 360 is seeking a Senior Technical Support Engineer to provide advanced technical support and troubleshooting for customers. This role ensures timely resolution of complex issues while maintaining high levels of customer satisfaction.

The ideal candidate will have a Bachelor’s degree in Computer Science and 5+ years of experience in support or a similar field. Responsibilities include diagnosing intricate problems and collaborating with teams to deliver exceptional support.

Qualifications

• 5+ years of experience in Support, QA, Systems Engineering, or a similar role.
• Strong communication and interpersonal skills for effective customer interaction.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Respond to and resolve customer support tickets across multiple products and platforms.
• Diagnose and troubleshoot software, hardware, and network issues.
• Collaborate with development teams to escalate and resolve critical bugs.

Skills

Problem-solving

Communication

User-level knowledge of Linux

Analyzing packet captures with Wireshark

Education

Bachelor’s degree in Computer Science or related field

Tools

Wireshark

Kubernetes

Red Hat OpenShift

Grafana

Elasticsearch

Kibana

Job description

Job Summary

The Senior Technical Support Engineer is responsible for providing advanced technical assistance and troubleshooting for customers, ensuring timely resolution of complex issues and maintaining high levels of customer satisfaction. This role involves diagnosing intricate problems, implementing solutions, and collaborating with internal teams to deliver exceptional support.

Key Responsibilities

• Respond to and resolve customer support tickets across multiple products and platforms.
• Diagnose and troubleshoot software, hardware, and network issues.
• Implement workarounds and permanent fixes for customer‑impacting problems.
• Collaborate with development teams to escalate and resolve critical bugs.
• Maintain accurate documentation of issues, resolutions, and processes.
• Develop Method of Procedure (MOP) documents for standard support activities.
• Ensure compliance with service‑level agreements (SLAs) and internal quality standards.
• Provide after‑hours and weekend on‑call availability on a rotating basis.
• Occasional night or weekend work for scheduled maintenance windows.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in Support, QA, Systems Engineering, or a similar role.
• Excellent problem‑solving and analytical skills.
• Strong communication and interpersonal skills for effective customer interaction.
• Ability to work under pressure and manage multiple priorities.
• Capable of working with minimal supervision.
• User‑level knowledge of Linux.
• Competent in analyzing packet captures with Wireshark.

Preferred Qualifications

• Expertise in mobile network technologies including 4G/LTE and 5G core components (UPF/SMF).
• Knowledge of cloud platforms and virtualization technologies.
• Kubernetes and Red Hat OpenShift (OCP) expertise.
• Knowledge of 4G and 5G Small Cells.
• Familiarity with Fixed Wireless Access (FWA) technologies and implementations.
• Basic understanding of databases (MariaDB, MySQL).
• Shell scripting basics.
• Acquainted with Grafana, Elasticsearch, and Kibana.