Support Engineer (Hybrid)

Our Partner

Our partner is the leading expert in 5G ready cloud-native, network intelligence solutions for telecom operators transitioning to 5G. Their Network Intelligence consists of Network Visibility, Service Assurance, and Network Insights. The Network Intelligence suite offers intelligent, container-based, on-demand solutions to deliver network analysis from the RAN to the Core for 5G assurance. Utilizing automated and dynamic solutions with smart minimal data collection and on-demand troubleshooting and cutting-edge techniques based on machine learning, these solutions work in harmony to provide operators an understanding of the entire customer experience and allow them to troubleshoot network performance from a high to granular level while reducing storage costs and cloud resource utilization.

Overall Objective of the Role

As part of the support center for our Partner's EU Customers, we are seeking the most dedicated individuals with telecom experience and the ability to query databases and fetch data to provide technical guidance to major telecom Customers.

Telecom experience is essential because it provides a foundation for understanding the technical components of our Partner's products and services. It enables the support center staff to diagnose and troubleshoot technical issues quickly and efficiently, which is essential in ensuring Customer satisfaction.

Another critical qualification for this position is the ability to query databases and fetch data. It enables the support center staff to access the necessary information quickly and efficiently. It helps in resolving technical issues that may require access to Customer data or product information. Based on that, the Customers are provided with accurate and up-to-date information about our Partner's products and services.

Responsibilities

• Working with the Customer Team on providing information out of our Partner tool.
• Analyzing issues relating to Telecom network KPIs.
• Finding out issues pertaining to Customers’ network and our Partner traffic integrations.
• Daily maintenance and problem resolution.
• As the case might be, identification, diagnosis, and resolving System-related issues with good troubleshooting and root cause finding.

Requirements

Must Have:

• 2-3 years of relevant experience.
• SQL knowledge.
• Cellular protocol understanding.
• Basic system skills: Linux, Cloud & Cloud native understanding.
• Very good customer interaction interface skills and ability to independently conduct Customer calls.
• Willingness to work in shifts (24/7).
• Willingness to participate in the team’s on-call rotation.
• Availability to travel abroad to customer.

Nice to Have:

• Knowledge of Wireshark tool.

Reasons to Work with Us

• Motivating financial conditions.
• International projects with worldwide recognition.
• A good work-life balance with flexible schedule and work from home / remote as much as possible.
• Exciting new career in a friendly, dynamic, growing organization.
• Professional development in a friendly multicultural environment.
• Private medical subscription @ Medlife or Regina Maria.
• Meal tickets.
• Gift Vouchers for your birthday / wedding / childbirth.
• Wellbeing Programs (sick days, 7Card, relaxation facilities in the office).
• Team buildings & other social experiences.
• Referral bonuses.
• Budget granted for certifications required in the project.
• Workshops on different topics and internal courses.
• Access to LinkedIn learning platform, at request.
• Access to Udemy platform, if required in the project.
• City center office location.
• Shared parking spaces.

As a global digital transformation company, Orion values creating a productive, diverse work environment. We are committed to maintaining a positive work environment where our people value traits that make each one of us different from one another. We all bring a diverse set of perspectives, work and life experiences, and our differences make us more valuable both internally and for our clients.