Senior Technical Support Engineer

This is a fully remote position, open to applicants in New Hampshire, +3 more states.

📋 Description

• Address and resolve customer support tickets across various products and platforms.

• Identify and troubleshoot software, hardware, and network-related issues.

• Implement temporary solutions and permanent resolutions for problems affecting customers.

• Work collaboratively with development teams to escalate and resolve critical bugs.

• Keep accurate records of issues, solutions, and processes.

• Create Method of Procedure (MOP) documents for standard support tasks.

• Ensure adherence to service-level agreements (SLAs) and internal quality benchmarks.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

• Over 5 years of experience in Support, QA, Systems Engineering, or a similar role.

• Outstanding problem-solving and analytical abilities.

• Strong communication and interpersonal skills for effective customer engagement.

• Ability to thrive under pressure and manage multiple priorities simultaneously.

• Capable of working independently with minimal supervision.

• User-level proficiency in Linux.

• Skilled in analyzing packet captures using Wireshark.

• Proficient in mobile network technologies, including 4G/LTE and 5G core components (UPF/SMF).

• Familiarity with cloud platforms and virtualization technologies.

• Expertise in Kubernetes and Red Hat OpenShift (OCP).

• Knowledgeable about 4G and 5G Small Cells.

• Acquainted with Fixed Wireless Access (FWA) technologies and their implementations.

• Basic understanding of databases, such as MariaDB and MySQL.

• Fundamental skills in shell scripting.

• Familiar with Grafana, Elasticsearch, and Kibana.

🏝️ Benefits

• Rotating after-hours and weekend on-call availability.

• Occasional night or weekend work may be necessary for scheduled maintenance windows.