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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
