Senior Engineer - Global Technical Assistance Center Company: Alepo Technologies Inc. Department: GTAC (Global Technical Assistance Centre) Location: Navi Mumbai, India Employment Type: Full-time Experience Level: Senior Individual Contributor Years of Experience: 3-6 years Company Overview Alepo makes next-generation Gen AI transformation opportunities for telcos a reality, delivering advanced software solutions and services that enable communications service providers to accelerate revenue growth, market share, and business success on fixed and mobile networks. Alepo helps accelerate digital enablement for networks of all sizes, including leading service providers globally. Known as the go-to partner for all things data, Alepo’s innovations are highly scalable and cloud-agnostic, enabling digital-first customer experiences. Alepo is based in Austin, Texas, with a presence in all regions of the world. Alepo was founded by internet pioneers and has grown from powering some of the first ISPs, to some of the first LTE implementations, and now leading the drive to 5G. We maintain a unique project success record by combining our delivery and software development teams, who work together to meet your needs. We extensively utilize modern frameworks, microservices, open standards, and virtualization technologies. Coupled with a customer-first approach, we can facilitate complex projects, provide functionality that exceeds market standards, and remain competitively priced. Alepo is a proud member of TM Forum, collaborating with global telecom leaders to drive innovation, enable seamless interoperability, and accelerate digital transformation. Position Summary We are seeking a Senior Support Engineer to join our Global Technical Assistance Center team. The successful candidate will provide advanced technical support for telecommunications products, independently handle complex troubleshooting scenarios, and drive resolutions while maintaining exceptional service levels. This role requires deep technical expertise in telecommunications systems, scripting, and analytical problem-solving. Key Responsibilities Advanced Technical Support (70%) Provide senior-level technical support via phone, email, chat, and support portal Independently troubleshoot and resolve complex technical issues for telecommunications products, using AI tools. Perform advanced root cause analysis and incident management, using AI tools. Configure Alepo products in production, staging, and lab environments. Handle critical alerts and escalated tickets with minimal supervision. Install and deploy patches in coordination with R&D team following PAR guidelines. Achieve 90% closure rate for assigned tickets, alerts, and patch deployments within SLA Maintain maximum 3 wrong escalations to R&D Support annually Customer Relationship Management (20%) Create accurate incident reports and root cause analysis documents within SLA Manage third-party integration L1 issues independently Communicate and resolve vendor issues within SOW and OLA requirements Participating in customer service review meetings and drumbeat calls Generate comprehensive technical reports and documentation Technical Leadership and Automation (10%) Write automation scripts using prompt engineering, Shell, SQL, Java, Perl, Lua, and Bash Serve as Subject Matter Expert (SME) for minimum 2 Alepo product modules Perform a minimum of 2 AI based tasks which will help the GTAC team to evolve with customer success. Contribute a minimum of 24 knowledge base articles annually. Provide technical training and mentoring to junior team members. Install, configure, and customize open-source tools Required Qualifications Education Bachelor’s degree in computer science, Computer Engineering, Electronics, or Telecommunications from accredited institutions Experience Requirements 3-6 years’ experience in technical support or application support roles 2+ years of telecommunications industry experience Proven experience handling alerts, server health monitoring, and troubleshooting Demonstrated ability to handle L1 third-party integration issues independently Technical Skills - Must Have Programming and Scripting: Advanced Java programming and scripting AI Prompt Engineering Perl scripting proficiency Lua scripting experience Bash scripting expertise Shell script development and automation SQL script writing and optimization Database Technologies: MySQL database administration and troubleshooting Oracle database management and optimization Relational database concepts and performance tuning Database monitoring and maintenance Operating Systems: Linux system administration Linux command line proficiency System monitoring and troubleshooting Performance optimization and tuning Telecommunications Technologies: OSS/BSS systems expertise Advanced networking concepts Telecommunications protocols and standards 4G LTE, 2G/3G, WiMAX, WiFi technologies Radius and Diameter protocol knowledge AAA authentication systems CDR processing and analysis Monitoring and Management Tools: ICINGA monitoring system expertise ZABBIX monitoring and reporting PRTG traffic analysis collected system statistics monitoring JIRA issue tracking and project management Trouble ticketing system administration Standards and Processes: ISO 20000 standard implementation SLA management and compliance Incident management processes Change management procedures Service restoration protocols Advanced Technical Competencies Subject Matter Expert (SME) level knowledge in minimum 2 Alepo product modules Business configuration and system customization Log analysis and performance troubleshooting Vendor management and third-party integration Production deployment and patch management Essential Soft Skills Excellent verbal and written communication skills (80% minimum on internal assessment) Advanced analytical and problem-solving abilities Strong customer service orientation Leadership and mentoring capabilities Ability to work in 24x7 shift environment Cross-functional collaboration and teamwork Adaptability and resourcefulness in dynamic environments Preferred Qualifications Advanced Experience Onsite customer engagement with successful closure and sign-off Positive stakeholder feedback on hand-holding assignments Proactive issue identification from monitoring alerts Experience with telecommunications carrier environments Multi-vendor integration project experience Technical Certifications Telecommunications industry certifications Database administration certifications Linux system administration certifications ITIL or ISO 20000 certifications Performance Metrics and Success Indicators SLA and Quality Metrics 90% closure rate for assigned tickets, alerts, and patches within SLA Maximum 3 wrong escalations to R&D Support annually 100% accuracy in severity and priority assignment for critical issues 80% minimum score on communication skills assessment Zero complaints on shift handover processes Knowledge Management Minimum 24 knowledge base contributions annually Successful completion of onsite assignments with positive feedback SME certification for minimum 2 Alepo product modules Active participation in 30% of customer service review meetings Technical Excellence Demonstrated proficiency in automation script development Successful completion of patch deployments and production activities Effective vendor relationship management for third-party integrations Continuous improvement contributions to support processes Career Development Opportunities Technical leadership roles within GTAC organization Specialization in emerging telecommunications technologies Cross-functional project leadership opportunities International assignment and customer engagement roles Professional certification and training programs Compensation and Benefits Competitive salary package commensurate with experience Comprehensive health and medical insurance Professional development and certification support Performance-based incentives and recognition programs Flexible work arrangements and shift differentials Show more Show less
As a Java/J2EE Lead Developer with over 5 years of experience, you will play a crucial role within Alepo's R&D software development team. Your primary focus will be leading and managing an agile team to design, develop, test, and release new features, enhancements, and bug fixes for Alepo's web portal and self-care products. These products cater to global customers offering services such as 4G, LTE, 2G/3G, Wimax, WiFi, and Broadband. Your responsibilities will include ensuring adherence to coding guidelines and processes related to unit testing, code reviews, and acceptance test-driven development. You will also be responsible for analyzing and identifying issues, fixing them, and making maintenance releases to ensure product stability and performance. As part of your role, you will need to take ownership of modules/projects, write JUnit test cases, and explore modern tools for code optimization and accelerated development. Additionally, you will lead and manage an agile software development team, ensuring adherence to coding guidelines and driving Sprint Planning meetings effectively. Your technical skills must include strong proficiency in Java and J2EE, experience with Struts and Hibernate frameworks, understanding of Threads, familiarity with Application Servers (Tomcat, JBoss, Websphere), experience with databases (MySQL, MS-SQL, Oracle), and familiarity with development tools such as Jira, Eclipse, and SVN. Furthermore, you should possess domain expertise in Web portal and self-care products within the telecom domain, along with in-depth knowledge of at least one portal module. Experience in writing JUnit tests, analytical and problem-solving skills, strong communication abilities, leadership and mentoring capabilities, and ownership of modules/projects are essential soft skills for this role. Experience with Liferay, NodeJS, Angular, automation tools like Robot Framework or Selenium, unit testing with 80% code coverage, and strong debugging skills are desirable technical skills. Familiarity with Agile methodologies, product bug handling, and basic understanding of generative AI concepts will be beneficial enhancements. In return, Alepo offers competitive compensation, comprehensive benefits, and the opportunity to work with cutting-edge telecommunications technologies while tackling complex business challenges for industry-leading organizations.,
Senior Engineer GTAC Location: Mumbai Purpose of the Role As a Senior Engineer at Alepo, you will lead the technical excellence and innovation in our core engineering team. This role is ideal for a seasoned technical professional with proven expertise in developing telecom software solutions and a track record of delivering high-impact projects in a complex technical environment. The Senior Engineer will architect, develop, and optimize advanced software solutions, focusing on code quality, system performance, and technical mentorship. You will collaborate with cross-functional teams to translate complex business requirements into scalable technical solutions while maintaining Alepos high standards for product excellence and innovation. In this technical leadership role, you will leverage your deep engineering expertise to drive technological advancements in Alepos telecom solutions, particularly in 5G, 4G, and emerging technologies. The ideal candidate will have demonstrated mastery in software development, a strong focus on clean code architecture, and a proven ability to mentor teams while maintaining a critical focus on delivering robust, scalable solutions within challenging timelines. Skill Set Product knowledge, log analysis, troubleshooting skills OSS/BSS Relational database: MySQL, Oracle, or NoSQL JAVA/PERL or SHELL scripting on Linux Telecom protocols: RADIUS/Diameter, SS7, SIP Product SME and team guidance Product knowledge of PCRF/OCS/AAA/CRM/Billing Networking basics Education B.Tech/B.E/MCA in Computer Science or Computer Engineering or Electronics or Telecommunications from an accredited college or technical institute. Industry Experience 4-6 years Responsibilities Team Leadership And Customer Support Lead ticket management process, including monitoring, prioritization, and customer query resolution through various channels such as telephone, chat, email, and GTAC portal Mentor junior GTAC engineers and ensure the team follows support processes Act as a primary point of contact for escalations and manage customer relationships through regular drumbeat calls Create and maintain GTAC management reports for assigned accounts Handle and guide team for L1 issues related to 3rd party integration Act as SMS collaborator Take ownership of issues and tasks and ensure proper closure as per the set process Identify the business impact of the reported issues and escalate as needed Identify proactively potential issues from alerts that might cause downtime/severe issues/revenue loss Technical Operations: Configure and deploy Alepo products across the lab, staging, and production environments Handle complex ticket escalations independently and ensure service restoration within SLAs Monitor system health using tools (ICINGA, CACTI, MRTG) and proactively identify potential issues Configure, install and customize opensource tools Identify the root cause of issues reported, coordinate with the R&D team for patch deployments and issue resolution Develop automation scripts to improve operational efficiency Attend to critical alerts within a shift, create a ticket, and resolve as per the GTAC process Provide 24/7 customer support Documentation and Process Management: Maintain technical documentation including RCA, MOM, UAT, SOP, and incident reports Write scripts to automate process/procedures Contribute to the knowledge base with articles and solutions Ensure proper shift handovers and documentation of critical issues Create an incident report and share it with customers as per the support process Report technical issues to R&D with comprehensive analysis (logs, thread dumps, DB dumps) Create GTAC management reports for assigned accounts Project Implementation: Execute production activities within approved PAR guidelines Travel for onsite assignments and customer handholding when required Manage system configurations and updates across environments Ensure successful completion of assigned implementation tasks Good to Have Prior experience in the telecommunications industry and software sector Knowledge of Jira and ticketing systems Knowledge of AWS Cloud/OpenStack Familiarity with ISO 20000 standard/ITIL
As a Senior Engineer specializing in Meanstack Development Solutions Integration, you will play a pivotal role in the creation and upkeep of full-stack web applications utilizing the MEAN (MongoDB, Express.js, Angular, Node.js) technology stack. This position is well-suited for an adept developer with a strong background in JavaScript-based technologies and a history of successfully delivering robust web applications. Your primary responsibilities will involve designing, developing, and enhancing end-to-end web solutions, with a focus on scalable backend services, responsive frontend interfaces, and seamless database integration. Collaboration with various teams will be essential to translate business requirements into technical solutions, ensuring adherence to high-quality coding standards throughout the development process. In this role, your expertise in full-stack development will be crucial for implementing contemporary software development practices, microservices architecture, and cloud-based solutions. The ideal candidate will possess proven experience in constructing production-grade applications, optimizing application performance, and incorporating security best practices while staying abreast of emerging technologies and industry trends. Key Technical Skills: - Proficiency in scripting languages such as Node.js, JavaScript, Express.js, and Angular - Experience in REST API development and integration - Familiarity with databases like MongoDB and MySQL - Strong understanding of GitHub for version control - Knowledge of object-oriented programming (OOP) concepts - Competence in front-end technologies including HTML, CSS, and ES6 concepts - Understanding of Test-Driven Development (TDD) principles Education and Experience: - Bachelor's degree (B.Tech/B.E/MCA) in Computer Science, Computer Engineering, Electronics, or Telecommunications from an accredited institution - 4-6 years of industry experience in a relevant field Responsibilities: Development and Code Quality: - Write clean, reusable, and testable code - Implement modular architecture and adhere to coding standards - Create efficient APIs and backend services Integration: - Integrate user-facing elements with server-side logic - Ensure seamless data flow between front-end and backend systems - Implement secure authentication mechanisms Team Collaboration: - Collaborate closely with cross-functional teams - Participate in code reviews and knowledge sharing activities - Share technical expertise with team members Project Management: - Estimate, prioritize, and plan development tasks - Coordinate feature implementation and ensure adherence to project timelines - Deliver projects within specified deadlines and quality standards Technical Excellence: - Stay updated on testing tools and strategies - Maintain test coverage and follow best practices and industry standards consistently,
Role : Assistant Manager - Accounts and Finance Headquartered in Austin Texas, Alepo makes next-generation Generative AI transformation opportunities for the Telecommunications Service Provider industry a reality, delivering advanced software solutions and services that accelerate revenue growth, market share, and business success on Fixed and Mobile Broadband networks. Please visit www.Alepo.com Responsibilities and Duties: Budgeting and cash management Accounting and financial reporting Finance projects go ahead and bookings. Consolidation Review account payables Financial modeling Incentives workings MIS Payroll processing Corporate compliances Qualifications and Skills: CA or Inter CA (2 to 4 years’ experience) Proficiency in Microsoft Excel Excellent communication and interpersonal skills. Ability to work independently and collaboratively in a team.
As an Assistant Manager in the Accounts and Finance department at Alepo headquartered in Austin, Texas, you will play a crucial role in managing various financial aspects to drive growth and success in the Telecommunications Service Provider industry. Your responsibilities will include budgeting, cash management, accounting, financial reporting, finance project management, consolidation, financial modeling, incentives workings, MIS, and ensuring corporate compliances are met. To excel in this role, you should possess a CA or Inter CA qualification with 2 to 4 years of relevant experience. Proficiency in Microsoft Excel is essential to effectively handle financial data. Additionally, strong communication and interpersonal skills are required for successful collaboration within the team and with other departments. This role requires a high level of independence and the ability to work both autonomously and as part of a team. By joining Alepo, you will have the opportunity to contribute to the growth and success of the company while leveraging your financial expertise to make a significant impact. Visit www.Alepo.com to learn more about the innovative solutions and services offered by Alepo in the telecommunications industry.,