Job Description

  • Provides remote technical support and application problem resolution and escalation assistance associated with SS8 provided solutions. Provide technical assistance via the telephone to SS8 customers and partners as well as SS8 internal customers. Responds to situations where customers own support personnel have failed to isolate or fix problems in malfunctioning equipment or software.
  • Execute field installation project in carrier networks.
  • Perform on-site hardware installation, software commissioning, network integration and customer acceptance testing.
  • Reviewing project/product requirements, understanding architectures. Write customer acceptance test cases.
  • Assist customers with upgrades of hardware and software
  • Help customers with equipment configuration and maintenance. Provide Tier1/Tier2/Tier3 support service to SS8’s customers.
  • Assistance in scripting automation. Provide training on product operation, one-on-one or in small groups.
  • Reports design, reliability and maintenance problems or bugs to Product Support and Engineering
  • This is a hands-on, TAC / Field Support Engineer position that requires a range of network access skills from local loop technologies to Telecom GSM Switches to SS7 signaling.
  • TAC / Field Support Engineers need to be an area expert and have a proven track record of working with Tier 1 Carriers and OEM Partners.
  • TAC / Field Support Engineers must be able to articulate opinions on network problems and be able to debug field related issues.
  • Being a TAC / Field Support Engineer, you will use your experience and analytical skills in order to understand and debug systems as well as develop creative and innovative solutions to problems as they arise.

  • Up to 40% travel at times when company field implementations require onsite engagements   Required Skills/Experience

  • The candidate must have 5+ years of experience as a Support Center / Field Service Engineer, preferably in a 7x24 telecom environment.
  • Candidates must have advanced experience with Redhat Linux, Solaris and Networking in a support role.
  • Knowledge of networking essentials is required. (VPN, SSL, Firewalls, Switch/Router).
  • Fundamental knowledge of RADIUS, DHCP, SMTP, POP3, IMAP, VoIP, SIP and IMS.
  • Candidate must have fundamental understanding of GSM, CDMA, and TDMA networks.
  • Experience with Shell and Perl/Python scripting
  • Must have strong network troubleshooting skills at packet level, familiar with wire-shark, tcpdump, and etc.
  • The preferred candidate must demonstrate ability to learn complex software tools quickly
  • Candidates need to be highly organized to handle large number of simultaneous activities in a very fast paced environment, yet flexible enough to respond quickly to critical issues.

  • Candidates need to be a strong communicator who is skilled in developing and maintaining key professional relationships.   Skills Desired

  • Experience in project management
  • Experience in maintaining database technologies (MySQL)
  • Experience of using and maintaining customer issue tracking database (Salesforce and Jira preferred)
  • Experience with developing Web Interfaces (i.e. Java, jsps, html.)
  • C, C++ knowledge.
  • CCNA/CCNP preferred   Education Degree in Computer Science or equivalent experience.

Desired Skills and Experience

See application page for details