Senior 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 customer focused support, 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 tasks. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. Provides highly visible customer support through the performance of remote installation,
What will your environment be like?
- Multinational company with offices and customers all over the world
- Company working in mobile networks and telecommunication - with special focus on messaging, message security products.
- 3G, 4G, 5G mobile networks
- Working in product-centric team in cooperation with R&D and other teams
What will you work with?
- Software products which aim at scalability, distributed architecture and high performance
- A mixture of proven and bleeding-edge technologies
- Linux
- Switches, routers and load balancers, storage frames, server blades
- Physical and virtual hardware,
- Kubernetes, virtual environments various sources
Who will you work with?
- Linux geeks, Raspberry Pi enthusiasts …
- Support engineers, developers, testers, service
- Individuals who like to dig deep into technology and want to know how things work
What do we offer?
- Friendly and encouraging team of colleagues
- Huge potential of professional growth
- Wide range of benefits - 1 weeks of extra vacation, 3 sick days, English courses, team buildings, company breakfast, free drinks in the office, home office

Key Responsibilities

What will you do?

- Deploy products to customer systems (mostly remotely)

- Perform cross-product support including complex system recovery

- Analyze log files to assist in problem identification and resolution

- Diagnose and isolate complex cross product inter working issues and third party issues

- Own and handle customer support requests in accordance with customer service levels, ensure customer service level agreements are met

- Propose, review, approve and implement changes on systems in deployment or support phase

- Manage and operate various customers VPN solutions

- Recommend product/process improvements to product development team and product management

- Participates in 24x7 on-call coverage and maintenance windows during out-of-office hours

Job Requirements

What we expect you already know/have?

- Willingness to learn new things

- Analytical thinking

- Good experience working with Linux and network administration

- Experience of installing, upgrading and configuring computer hardware and software

- Good virtualization experience

- Knowledge of mobile networks preferred but not essential

- Good understanding of software engineering principles

- Experience working with IP networks

- Experience working with DBs

- Willingness to travel to abroad to customers

- Preferred: knowledge of Kubernetes & Docker

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.