Senior Software Engineer – Support / Technical Lead – Support (Texas)

This position reports into the Sr. Manager-Support at Mobileum and would be responsible for providing reactive and proactive 24 x 7, Level 1 and Level 2 Regional Support to the Customer and Mobileum support of the deployed products and solutions as per the agreed SLA with the customer.

Job Description:

  • Handling all the communication related to the assigned customer accounts.
  • Responsible for collecting all the data regarding the CSR
  • Responsible for handling Level 1 and Level 2 analysis and trouble shooting.
  • Responsible for handling product queries.
  • Responsible for maintaining and making available up-to-date contact information, supported product lists, technical   information regarding products, troubleshooting information, all known fault handling information and other   information of general use.
  • To interface with customer in all circumstances.
  • Logging Trouble ticket on CSR portal and performing periodic updates to ensure that the CSR portal reflects the   current state of CSR.
  • Maintain all the connectivity and account details from a support perspective to provide efficient support.
  • Implement Remote access connectivity to ascertain remote access to customer site.
  • To analyze and properly escalate the CSR in accordance with the RW support process.
  • Regular follow-up with customer.
  • Regular follow-up with engineering team on escalated CSR.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.
  • Installing patches and Emergency corrections.
  • Performing regular health-checks.
  • Analyze and resolve CSRs.
  • 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.
  • Escalate to second line support at India Development Center.
  • Ensure appropriate inclusion of Engineering function within investigation.
  • Be prime interface to the customer and hold review meetings with the customer on a timely basis. ·
  • Participate in the   development, review and implementation of product upgrade/patch and installation processes.
  • Provide technical training for rest of Operations staff and Customers (where required) on Mobileum products.
  • Provide beta-site support.
  • Provide onsite troubleshooting when necessary and appropriate.
  • Provide Customer related intelligence back to engineering, marketing and sales on product functionality, performance,   reliability and account status.
  • Provide leadership in development of tools, procedures and techniques to more effectively support Mobileum products.

 

Desired Profile  

Educational Qualification:

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

Skill Sets:

  • Domain Expertise:
    • Knowledge of ITU-T/ANSI SS7, GSM, IS-41, ETSI, 3GPP standards
    • Technical know-how on SCCP, TCAP, MAP, ISUP, INAP, CAMEL, SIGTRAN protocol stacks
  • Technical Skills:
    • UNIX (Solaris/Linux) and shell/Perl scripting
    • Oracle 8i/9i
  • Functional Skills:
    • Supporting software applications for customers
    • Effective written and verbal communications skills
    • Communications in English via telephone and email engagement skills a must.

Work Experience

  • Five to Seven years’ experience.

 

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