Senior Engineer, OSS

Why should you choose us?

Rakuten Symphony is reimagining telecom, changing supply chain norms and disrupting outmoded thinking that threatens the industry's pursuit of rapid innovation and growth. Based on proven modern infrastructure practices, its open interface platforms make it possible to launch and operate advanced mobile services in a fraction of the time and cost of conventional approaches, with no compromise to network quality or security. Rakuten Symphony has operations in Japan, the United States, Singapore, India, South Korea, Europe, and the Middle East Africa region. For more information, visit: https://symphony.rakuten.com

Building on the technology Rakuten used to launch Japan's newest mobile network, we are taking our mobile offering global.

To support our ambitions to provide an innovative cloud-native telco platform for our customers, Rakuten Symphony is looking to recruit and develop top talent from around the globe. We are looking for individuals to join our team across all functional areas of our business – from sales to engineering, support functions to product development.

Let's build the future of mobile telecommunications together

About Rakuten Group, Inc. (TSE: 4755) is a global leader in internet services that empower individuals, communities, businesses and society. Founded in Tokyo in 1997 as an online marketplace, Rakuten has expanded to offer services in e-commerce, fintech, digital content and communications to approximately 1.9 billion members around the world. The Rakuten Group has over 30,000 employees, and operations in 30 countries and regions. For more information visit https://global.rakuten.com/corp/.

Job Summary:

We are seeking a highly motivated and experienced Open-Source Software (OSS) Support Engineer with a strong background in the Telecom domain to join our growing team. In this role, you will be responsible for providing technical support and guidance to our users and customers who are utilizing our open-source telecom software and related technologies. You will be a key contributor to ensuring user satisfaction, fostering a strong open-source community within the telecom space, and driving the adoption of our OSS solutions in the telecommunications industry.

Key Responsibilities

- Respond to user inquiries and support requests via email, forums, chat, and other channels in a timely and professional manner.
- Troubleshoot and resolve technical issues related to our open-source telecom software, including installation, configuration, usage, integration with telecom infrastructure, and performance optimization.
- Analyze logs, debug code, and identify root causes of problems, with a focus on telecom protocols and network architectures.
- Active Ownership in Problem & Incident management, Troubleshooting and Resolution to OSS Application issues.
- Develop workaround/permanent solution to prevent incident recurrence.
- Provide clear and concise explanations of technical concepts and solutions to users with varying levels of technical expertise in the telecom domain.
- Perform to maintain operational KPI/SLA of department.
- Monitor Applications performance and proactively address issues to maintain optimal Customer Experience.
- Contact point for all Escalations from Customer, Engineering and Business teams.
- Provide feedback to the development team on user experience and product usability.
- Validate new products and SW releases handover to Operations.
- Provide support for DevOps tools and infrastructure (e.g., Jenkins, Docker, Kubernetes), Additionally Monitor, troubleshoot, and resolve issues related to cloud environments.
- Ensure interworking of OSS applications to multiple network Element with all functions working well (e.g. PS element, CS element, RAN, BSS, Messaging Box).
- Works closely with various support organizations and cross- functional teams to achieve successful new product rollouts.
- Contribute to the development of automated tools and scripts to improve support efficiency.
- Support in CI/CD pipeline automation with Jenkins or similar tools.
- Appropriate communications with respect to Faults as well as Changes in line to the expected KPIs.

What we look for?

Minimum Qualifications:

- Bachelor's degree in Electronics and Comm, Information Technology, or a related field.
- Strong domain knowledge in OSS Platforms and Applications.
- 6+ yrs of experience in supporting and managing Customer OSS Applications and Tools.
- Must have strong analytical and Technical Skills.
- Flexible and Adaptable within a fast-paced environment.
- Strong communication and interpersonal skills.

Knowledge, Skills, Abilities, Competencies:

- Experience in advance level OSS integration for Fault, performance and configurations.
- Experience in containerization technologies: Kubernetes/Docker swarm/Mesos-Marathon/Cloud Foundry.
- Experience in RDBMS like Oracle, MySQL, Sybase etc.
- Sound knowledge in, NIFI, Kafka, Spark, Elastic Search and other bigdata tools.
- Basic understanding of Telecom Network.

RAKUTEN SHUGI PRINCIPLES:

Our worldwide practices describe specific behaviours that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.

- Always improve, always advance. Only be satisfied with complete success - Kaizen.
- Be passionately professional. Take an uncompromising approach to your work and be determined to be the best.
- Hypothesize - Practice - Validate - Shikumika. Use the Rakuten Cycle to success in unknown territory.
- Maximize Customer Satisfaction. The greatest satisfaction for workers in a service industry is to see their customers smile.
- Speed Speed Speed Always be conscious of time. Take charge, set clear goals, and engage your team.

---