Core Network Support Engineer
Job Location:
Job Location:
Dallas, TX - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
6 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Customer Support Engineer
Reports To: Regional Support Manager
Reports To: Regional Support Manager
Position Summary
The Customer Support Engineer is responsible for providing technical support and maintaining strong customer relationships across the region. This role serves as the primary owner of customer support cases managing issues from initial diagnosis through resolution while ensuring compliance with service level agreements (SLAs). The successful candidate will combine strong telecommunications expertise with excellent customer service troubleshooting and communication skills.
Key Responsibilities
Customer Support & Incident Management
Deliver exceptional customer support and maintain high customer satisfaction.
Own customer support requests from start to finish ensuring timely resolution and SLA compliance.
Troubleshoot and resolve complex customer issues independently and collaboratively.
Work directly with customer technical teams to identify isolate and resolve system and network problems.
Provide outage recovery assistance and perform root cause analysis (RCA).
Coordinate with internal engineering product and development teams to resolve technical issues.
Participate in customer-facing review meetings and provide regular updates on open cases.
Assist customers with maintenance activities software upgrades patching and system updates in lab and production environments.
Participate in an on-call support rotation including after-hours support as required.
Technical Operations
Install configure test upgrade and maintain telecommunications solutions.
Recreate and analyze customer issues in a lab environment.
Utilize case management systems to document activities action plans and status updates.
Ensure adherence to established support processes and procedures.
Make timely and effective decisions in high-pressure environments.
Documentation & Knowledge Management
Create and maintain technical documentation including Methods of Procedure (MOPs).
Contribute to internal and customer-facing knowledge base articles.
Support continuous process improvement initiatives and operational excellence.
Install configure test upgrade and maintain telecommunications solutions.
Recreate and analyze customer issues in a lab environment.
Utilize case management systems to document activities action plans and status updates.
Ensure adherence to established support processes and procedures.
Make timely and effective decisions in high-pressure environments.
Documentation & Knowledge Management
Create and maintain technical documentation including Methods of Procedure (MOPs).
Contribute to internal and customer-facing knowledge base articles.
Support continuous process improvement initiatives and operational excellence.
Technical Skills
Hands-on experience with one or more of the following:
HSS
HLR (including SDM)
STP
DNS/ENUM
Number Portability (NP)
DRA
Signaling Firewall
Centralized Routing Engine
Knowledge of at least two of the following protocols:
SS7
Diameter
SIP
DNS
ENUM
Strong understanding of:
SCTP TCP and UDP networking protocols
Basic SSL/TLS concepts
Linux administration and troubleshooting
Experience using:
Wireshark
Signaling simulators
Ticketing/CRM tools such as Salesforce Jira or similar platforms
Familiarity with virtualization and cloud technologies including:
NFV
OpenStack
KVM
VMware
AWS
Ansible
Containers
Kubernetes
Communication Skills
Excellent verbal and written English communication skills.
Ability to clearly communicate technical concepts to customers and internal stakeholders.
Strong presentation and customer engagement skills.
Ability to collaborate effectively across multiple departments and teams.
Personal Attributes
Customer-focused with a commitment to service excellence.
Self-motivated and able to work independently.
Strong analytical and problem-solving skills.
Calm and effective under pressure.
Adaptable in a fast-paced dynamic environment.
Detail-oriented with a high level of accuracy.
Results-driven with a strong sense of ownership and accountability.
Team player who builds trust and positive cross-functional relationships.
Demonstrates integrity professionalism and sound judgment.
Passionate about continuous improvement and learning.
Leads by example and contributes positively to team success.
Must be a US citizen - No work permit solutions
Required Experience:
IC
About Company
The Complete Global Talent Acquisition Partner, MBR offers solutions from Executive Search through to highly cost effective Partnership Resourcing models.
