About the Role

We are seeking a highly capable L2 Technical Support Engineer to ensure the reliability and performance of mission‑critical systems used across the telecom customer lifecycle. This position focuses on supporting large‑scale Business Support Systems (BSS) that power order capture, validation, activation, provisioning, billing accuracy, and customer‑facing applications.

This is an opportunity for professionals who thrive in high‑impact operational environments, excel at deep technical troubleshooting, and enjoy working at the core of a modern telecom platform.

What You Will Do

Incident Response & Production Support

• Lead L2 investigations for high‑severity production incidents affecting order flow, front‑end behavior, provisioning accuracy, or customer transactions.
• Assess incident priority based on customer impact and revenue considerations.
• Deliver rapid workarounds and execute data corrections while maintaining system integrity.
• Participate in a 24/7 rotation to ensure maximum availability of customer‑facing telecom systems.

Root‑Cause Analysis & Preventative Action

• Examine logs, system traces, API interactions, front‑end behaviors, and complex data patterns to determine root causes.
• Produce detailed incident reports and post‑mortems.
• Identify recurring failures, propose durable fixes, and contribute solutions aimed at eliminating systemic issues.

Monitoring & Performance Optimization

• Build and maintain advanced monitoring dashboards to detect anomalies before they affect users.
• Monitor both front‑end and back‑end components for performance degradation, latency issues, or usability concerns.
• Strengthen stability and responsiveness of customer order, activation, and provisioning flows.

Cross‑Functional Collaboration

• Work closely with product teams, UX/UI specialists, network operations, software engineering, and external vendors.
• Provide guidance on improving the end‑to‑activation user journey and architectural resilience.
• Offer technical insights that shape future system enhancements and new feature rollouts.

Knowledge Development & Automation

• Create and maintain operational documentation, troubleshooting playbooks, knowledge articles, and resolution guides.
• Mentor junior team members to grow L1/L2 support capabilities.
• Drive automation efforts for repetitive tasks, diagnostics, and alerting workflows.

Maintenance & Continuous Improvement

• Support application upgrades, patch deployment, and functional releases.
• Analyze incident backlogs and identify improvement opportunities to increase operational efficiency.

Required Expertise

Telecom BSS Domain

• Strong understanding of the telecom order lifecycle — including intake, validation, fulfillment, and activation.
• Hands‑on experience working with major BSS platforms (e.g., Amdocs, Ericsson, Netcracker, or comparable enterprise telecom systems).
• Familiarity with 4G/5G network concepts and service activation flows.

Technical Skills

• Advanced SQL for data validation, targeted data fixes, and analytics.
• Proficiency with Linux/Unix for scripting, log analysis, and system operations.
• Practical knowledge of REST APIs and integration concepts used in modern order management ecosystems.
• Experience supporting CI/CD processes through tools such as Jenkins or Ansible.
• Exposure to containers/orchestration (Kubernetes, Docker) and observability tools (Grafana, Kibana) is a significant advantage.

Professional Skills

• Strong analytical thinking and problem‑solving abilities under time‑sensitive conditions.
• Clear communication skills, capable of explaining complex technical details to diverse stakeholders.
• Adaptability to evolving technologies and fast‑changing environments.
• Customer‑focused mindset with ownership of production outcomes.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or an equivalent technical field.
• 5+ years of experience in an L2 support capacity, ideally within the telecommunications industry.
• Familiarity with ITSM frameworks and ticketing systems such as ServiceNow or Jira.

Preferred Skills

• Experience supporting customers in multi‑regional or international environments.
• Understanding of compliance requirements and telecom industry standards.
• Strong organizational habits and commitment to continuous learning.