Senior Technical Product Support Specialist

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October 4

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TOMIA

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Telecommunications • SaaS • Enterprise

TOMIA is a company specializing in innovative roaming services for mobile network operators. The company offers a range of products and solutions such as VoLTE Roaming, 5G Roaming, and IoT Roaming, all aimed at maximizing revenues and reducing costs for operators. TOMIA's services include Steering of Roaming, Campaign Management, and Real-Time Anti-Fraud measures to ensure secure and efficient roaming operations. Their comprehensive portfolio of roaming value-added services ensures accurate visibility, control, and automation for the world's leading operators. TOMIA is committed to advancing global communications by adapting to new technologies like VoLTE, 5G, and IoT.

501 - 1000 employees

Founded 1998

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

📋 Description

• Manage support tickets end-to-end — from triage and resolution path definition through to closure, ensuring compliance with agreed SLAs and business priorities. • Perform technical troubleshooting — contrast application behavior to client expectations by means of generating database analysis queries, complex T-SQL code analysis, validation of hardware performance, review of SQL execution plans, and validate code modifications to identify both logical and performance defects and underlying root cause. • Collaborate effectively across teams — work with subject matter experts, infrastructure teams, R&D, QA, and Sales in an agile, fast-paced environment to drive timely solutions. • Communicate clearly with customers — ascertain customer expectations, criticality of requests, ensure supporting documents are provided and completed, provide professional updates, workarounds, and well-documented resolutions for knowledge sharing. • Contribute to continuous improvement — document knowledge base articles, generate defect reports, maintain ticket hygiene, and support 24x7 global operations reporting. • Act as the primary customer liaison by leading customer facing meetings, handling escalations, and building trusted long-term relationships.

🎯 Requirements

• Bachelor’s degree in computer science or related fields. • 5+ years of Customer Support Experience. (must) • 2+ years of experience supporting Windows and/or Linux environments. (must) • Up to 2 years of experience and strong understanding of SQL Server including complex queries, stored procedures, views, functions. (must) • 2+ years of Telecom experience. (plus) • Up to 2 years of development experience. (plus) • Experience with AWS is a plus. (plus)

🏖️ Benefits

• None specified