Senior Technical Support Engineer (BSS Platforms)

🔹 Responsibilities

Incident & Problem Management

• Lead resolution of critical, high-severity incidents across multiple systems
• Manage the full incident lifecycle: triage → communication → resolution → post-mortem
• Conduct deep root cause analysis (RCA) on recurring issues (orders, billing, integrations)
• Translate technical findings into actionable improvements for engineering and product teams

Operational Excellence & Innovation

• Identify and eliminate operational bottlenecks; reduce manual workloads
• Propose improvements to system architecture and product design
• Design and implement advanced monitoring solutions (APM, synthetic monitoring)
• Drive automation initiatives for diagnostics, data fixes, and routine tasks

Leadership & Stakeholder Engagement

• Mentor L1/L2 engineers and elevate team technical capability
• Oversee backlog, KPIs, documentation, and operational processes
• Act as a technical SME, collaborating with product, infrastructure, and network teams

We are looking for a highly skilled and proactive Technical Support Engineer with a strong background in complex system operations and troubleshooting.

The ideal candidate combines deep technical expertise with a problem-solving mindset and thrives in high-pressure, mission-critical environments.

Key Traits

• Strong analytical thinker with the ability to quickly identify root causes and resolve complex issues
• Hands-on and detail-oriented, with a passion for system reliability and continuous improvement
• Excellent communicator who can bridge technical and non-technical stakeholders
• Self-driven with a high level of ownership and accountability
• Comfortable working in a fast-paced, dynamic, and collaborative environment

Experience & Background

• Solid experience in technical support, production support, or site reliability engineering
• Background in working with distributed systems, APIs, and microservices architectures
• Proven ability to manage critical incidents and perform root cause analysis
• Experience in BSS, telecom systems, or large-scale enterprise platforms is highly desirable
• Familiar with DevOps practices and modern infrastructure environments (cloud & on-premise)

Success Profile

• You enjoy solving challenging technical problems and improving system performance
• You take initiative in identifying inefficiencies and driving improvements
• You are comfortable mentoring others and contributing to team growth
• You are customer-focused and committed to delivering high-quality service