Support Engineer

Job not on LinkedIn

🕒 June 28

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Titan.ium Platform

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1999

📡 Telecommunications

☁️ SaaS

🔐 Security

Telecommunications • SaaS • Security

Titan. ium Platform is a telecom-focused software company that provides core network applications and cloud-native platform components for communications service providers. The company specializes in signaling, routing, subscriber data management, 5G Core network functions, number portability, DNS/iDNS, and signaling/security solutions such as signaling firewalls (SS7, Diameter), STIR/SHAKEN, SEPP, SCP and fraud detection/mitigation. Titan. ium emphasizes cloud-native, microservices-based deployments, analytics, and professional services (training, maintenance, customization) and reports deployments in 80+ countries with over 200 customers including many of the world’s largest operators.

📋 Description

• Performs end to end troubleshooting of customer issues • Start-to-Finish owner of customer support requests, maintaining SLA compliance and work scope, both in and out of business hours • Take ownership of customer issues until resolution • Working with the customer technical staff to troubleshoot the systems in the customer network • Working with other teams in Titan.ium Platform to resolve technical problems • Ensure Support SLAs and goals are consistently met • Recreate customer issues in the lab • Create and maintain detailed documentation. i.e., MOPs • Adhere to support processes • Provide root cause analysis • Ability to make sound decisions quickly and efficiently • Contribute to knowledge base articles • Use the case tracking system to provide status updates and action plans • Participate in the out of hours on call support Rotation • Assist to customers with patch upgrades in their lab and production systems.

🎯 Requirements

• BS or Engineering degree with a focus in Telecommunications • Past Telecom experience, and support of Tier1 customers • Significant proven track record of performing technical support role and client facing • Understanding of at least one signaling application such as HLR, HSS, EIR, STP, DRA and ENUM- DNS • Knowledge of at least two of the following signaling protocols: SS7, SIP, ENUM, Diameter • Skilled in troubleshooting network connectivity issues, with an understanding of SCTP/TCP/UDP, and basics of SSL/TLS • Experience in using trouble shooting and signaling test tools such as Wireshark and SIPP • Certificates in Linux, Virtualization or Security • Understanding of the technical requirements tied to Virtualization and Cloud Computing: NFV, OpenStack, KVM, VMware, AWS, Ansible, Containers, Kubernetes

🏖️ Benefits

• Excellent customer service support • Professional development