Software Support Engineer
Software Support Engineer
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Job Description
Job ID: 200288
Required Travel :No Travel
Managerial - No
Location: :Puerto Rico- San Juan (Customer Site)
Who are we
Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services we unlock our customers innovative potential empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers migration to the cloud enable them to differentiate in the 5G era and digitalize and automate their operations. Listed on the NASDAQ Global Select Market Amdocs had revenue of $5.00 billion in fiscal 2024. For more information visit
In one sentence
Responsible for providing best-in-class technical support to a global customer base. Maintains ownership of the resolution of complex technical problems including debugging technical troubleshooting system validations simulations identifying bugs tool and script development for problem diagnosis troubleshooting and reproduction. The role also involves system monitoring health check reporting and daily housekeeping activities.
What will your job look like
- Proactively perform technical/operational tasks on the environments under your responsibility including administration and monitoring of system performance and resources housekeeping backup interfaces with external systems etc.
- You will provide engineering expertise to troubleshoot modify and engineer software solutions and configurations to ensure the product/solution performs within optimal design specifications.
- You will investigate debug and reproduce issues provide fixes and workarounds and verify changes to ensure continued operability of the software solution.
- You will demonstrate continuous improvements and increased efficiency to the software or business processes utilizing Software Engineering tools innovative techniques and the reuse of existing solutions.
- You will collect measures and identify trends that indicate system performance and health.
- Outage management providing regular updates to clients on the status of any open issues and manage customers expectations in accordance with applicable SLAs;
- You will track environmental and system changes.
- You will contribute to meeting the SLAs and KPIs as applicable for the account and unit - for example responsiveness resolution software quality etc.
- You will communicate with internal/external customers to enhance the understanding of customer problems and verify that an appropriate resolution has been applied.
- Availability to execute and/or assist our customers on the execution of Maintenance Windows. Most times those activities are planned but unplanned activities shall also be expected (e.g. emergencies). Most non-production-related Maintenance Windows are expected to be executed during business hours while most production-related Maintenance Windows are typically executed outside normal business hours.
- Act as the primary contact regarding system incidents and availability.
- Track internal and external queries on open items originating to or from Operations.
- Problem Diagnosis including debugging of alarms and alerts.
- Collect measures and identify trends that indicate system performance and health.
- Outage management providing regular updates to clients on the status of any open issues and manage customers expectations in accordance with applicable SLAs;
- Escalation of technical issues within Amdocs as appropriate.
- Escalation of critical issues within the customers organizations or third-party vendor as appropriate.
- Operational handover to resources working on different shifts.
- Track environmental and system changes.
- Keep the post-deployment documentation up to date after any changes.
- Attendance to Operational Meetings (which can be Daily Weekly and/or Monthly);
- Communication and follow-up on Operational Issues with other groups.
- Prepare FAQ on Openet Solution Operations issues.
- Understanding of Openet Technical Support Policies and Procedures and adherence to same.
- Provide mentorship to new and junior Support Engineers
All you need is...
- Bachelors degree in Science/IT/Computer Science or equivalent
- Strong technical analytical problem solving and communication skills.
- Previous experience in Customer Production Operations and/or Support (3-5 years minimum)
- Strong knowledge in Policy and Charging concepts and solutions
- Working knowledge of Linux environment shell scripting and monitoring tools;
- Working knowledge of Databases and SQL
- Familiarity with commands and tools such as tcpdump Wireshark SoapUI etc.
- Previous experience in a Telco environment
- Strong knowledge of networking concepts
- Strong knowledge in Policy and Charging
- Fluency in Spanish
- Fluency in English
Useful:
- Knowledge of telecom protocols (SS7 Diameter HTTP REST SMPP etc.
- Familiarity with languages such as Java Javascript Python; understanding of principles of Java Virtual Machine
- Understanding of Telco networks and technologies.
- Administration of Linux servers in virtualized environments.
- Installing configuring and maintaining services such as JBoss NGINX etc.
- Familiarity with load balancers firewalls etc.
- Knowledge of network configuration and devices.
- Previous interaction with Policy and Charging Products.
- Operation of Virtualized and/or containerized and/or Cloud solutions.
- Specific Professional Skills/Competencies:
- Demonstrated knowledge and experience in telecommunications multi-media industry.
- Deep understanding and proven track record of design and development methodologies
- Strong technical skills and understanding gained through previous development experience
- Technical hands-on experience with Unix/Linux Operating Systems mainly regarding environment administration process automation and shell script implementation.
- Proactive and customer-oriented behavior.
- Sense or Ownership: you will be the main point of contact with some of our customers engineers and managers and it is fundamental that they rely on you as their preferred the fundamental drivers of the telecommunication multi-media industry at an operational level and identify internal and external opportunities to deliver value.
- Strong analytical skills to drill through key metrics and performance drivers.
- Possesses excellent interpersonal communication skills essential to create and sustain a clear trustful and respectful relationship with your peers managers and customers.
- Ability to clearly articulate a vision and positively influence your peers to achieve a common goal.
Why you will love this job:
You will gain valuable experience and wide knowledge of Software integrative systems.
You will be exposed to advanced market technologies.
You will work with multiple channels and diverse areas of expertise.
Employment Type
Full Time
