Technical Lead – Customer Support

Mobileum; Dallas (TX); On-site; USD 120,000 - 170,000; Full time

Job summary

Mobileum in Dallas, TX seeks a Technical Lead - Customer Support (IC role) to lead frontline technical assistance for Tier 1 customers, resolve complex issues, and uphold SLAs.

The ideal candidate has 10+ years in CSR in telecom, strong Linux and IP networking, LTE/5G knowledge, Wireshark expertise, and excellent English communication, with ability to collaborate across engineering, marketing, and sales.

Qualifications

• Minimum 10+ years in CSR or customer support in telecom.
• Strong Linux and IP networking knowledge (VPN, firewall, routing).
• Experience with LTE/5G core and VNFs/CNFs.
• Excellent English communication and stakeholder management.

Responsibilities

• Handle Tier 1 customers with a customer-oriented mindset.
• Respond to CSRs within SLA; 24/7 emergency CSR handling.
• Work with engineering to provide corrective solutions and reproduce CSRs.
• Lead review meetings with customers and provide timely updates.
• Install patches and emergency corrections as needed.
• Coordinate with vendors and internal teams to ensure uptime.

Skills

Customer-focused

Troubleshooting

Networking basics

Linux

SQL

English fluency

LTE/5G knowledge

IP networking

Education

Engineering degree (IT)

Tools

Wireshark

Oracle

PostgreSQL

Couchbase

Job description

We are hiring for Technical Lead - Customer Support 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.

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!

Position : Technical Lead - Customer Support (This is an IC role)

Job Description :

• 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.
• Good understanding of mobile communication technologies including GSM, UMTS, LTE, and roaming call flows.
• Knowledge of LTE/5G Core Network architecture.
• Understanding of Virtualized Network Functions (VNF) and Cloud Native Network Functions (CNF).
• Hands-on experience with Wireshark trace analysis and troubleshooting.
• 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 Linux operating systems
• Basic experience with Oracle, PostgreSQL, and Couchbase databases, including writing and executing SQL queries.
• Strong IP knowledge includes VPN, Firewall, routing, and remote access.
• Proficient in English, both written and spoken
• 10+ Years experience in CSR .

Educational Qualification:

• A degree in Engineering, Information Technology (IT).