Senior Technical Support Engineer

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🗻 New Hampshire, New Jersey, +2 more states – Remote

🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Lumine Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📡 Telecommunications

📱 Media

🤝 B2B

💰 $310M Post-IPO Debt - Lumine Group on 2024-03

Telecommunications • Media • B2B

Lumine Group is a buy-and-hold acquirer and operator of communications and media software businesses. It acquires, strengthens, and grows companies that provide business support systems (BSS), operational support systems (OSS), network applications, and content/media solutions for operators and enterprise customers worldwide. Lumine emphasizes long-term ownership, portfolio-level operational guidance through a playbook of best practices, and enabling autonomous, growth-focused companies within a global ecosystem.

📋 Description

• Respond to and resolve customer support tickets across multiple products and platforms • Diagnose and troubleshoot software, hardware, and network issues • Implement workarounds and permanent fixes for customer-impacting problems • Collaborate with development teams to escalate and resolve critical bugs • Maintain accurate documentation of issues, resolutions, and processes • Develop Method of Procedure (MOP) documents for standard support activities • Ensure compliance with service-level agreements (SLAs) and internal quality standards

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field • 5+ years of experience in Support, QA, Systems Engineering, or another similar role • Excellent problem-solving and analytical skills • Strong communication and interpersonal skills for effective customer interaction • Ability to work under pressure and manage multiple priorities • Capable of working with minimal supervision • User-level knowledge of Linux • Competent in analyzing packet captures with Wireshark • Expertise in mobile network technologies including 4G/LTE, and 5G core components (UPF/SMF) • Knowledge of cloud platforms and virtualization technologies • Kubernetes and Red Hat OpenShift (OCP) expertise • Knowledge of 4G and 5G Small Cells • Familiarity with Fixed Wireless Access (FWA) technologies and implementations • Basic understanding of databases (MariaDB, MySQL) • Shell scripting basics • Acquainted with Grafana, Elasticsearch, and Kibana

🏖️ Benefits

• After-hours and weekend on-call availability on a rotating basis • Occasional night or weekend work required for scheduled maintenance windows