Customer Support Engineer

Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software-based automated network that runs on any cloud. As the industry's only end-to-end, cloud-native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers.

Role Summary

Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

Key Responsibilities

Technical Support:

Build up a strong R&D relationship and act as the key Support to R&D interface

Collaborating with the customer's technical staff to diagnose and troubleshoot software issues. This may involve code review, configuration analysis, and application troubleshooting. Following resolution, providing support to the customer during their testing of the fix. This could include running designated functional tests or regression tests

Build up your coding knowledge and be able to investigate the issues thoroughly before escalating to R&D

Use the provided test tools to capture and investigate the logs required by R&D

Communicating with customers to establish details of problems/requirements

Investigating and resolving customer problems within the contracted SLAs

Working with other teams in the company to resolve technical problems

Producing system documentation for the customer and support team

Updating the call tracking system, providing status updates and action plans, providing customer resolution reports for issues

Provide technical support to the internal the R&D teams during solution design, implementation and testing phases

Provide technical support to EMEA delivery and support teams

Internal Training:

• Coaching internal teams on the technical details and capabilities of the products and end-to-end solutions

Quality:

• Review and update of technical aspects of quality system to ensure information is correct and up to date

Job Requirements

Qualifications & Experience

• Solid experience working with Linux. Redhat, WMware or AWS platforms
• Linux System Administration skills
• Proven coding experience
• Experience of installing, upgrading and configuring computer hardware and software
• Knowledge of mobile networks
• Good understanding of software engineering principles
• Understanding of the SIP protocol
• Experience working with HP and Redhat platforms
• Experience working with IP networks, Cisco router configuration
• Experience of site visits to replace hardware components

Skills and Competencies

• Can do/will do attitude
• Methodical problem solving skills
• Good verbal and written communication skills, both face to face and remotely with people for whom English is not their first language
• Able to work from customer premises and able to work remotely from internal teams
• Able to assimilate technical information quickly and apply it to a given situation
• Shows initiative and is able to make appropriate decisions
• Good planning and organisational skills – able to multi task
• Commitment to achieve the required goals
• Team worker
• Able to build relationships with customers, identifying and focusing on their needs
• Commercial awareness
• Works well under pressure
• Able to work to job standards and process requirements and drive for quality
• Ability to work individually with little supervision, but flag up issues promptly
• Able to work to meet deadlines
• Ability to pick up new technologies and products quickly

Special Features

• Able and willing to freely travel within Turkey

Accessibility

Mavenir is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you require any assistance, please state in your application or contact your recruiter.

Mavenir is an Equal Employment Opportunity (EEO) employer and welcomes qualified applicants from around the world, regardless of their ethnicity, gender, religion, nationality, age, disability, or other legally protected status.