Technical Lead, Customer Support - Telecom & Network Analytics

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

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.