Open Source Software Support Specialist
23 hours ago
Job DescriptionWe are seeking a highly motivated and experienced Open-Source Software (OSS) Support Engineer with a strong background in the Telecom domain. 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.This is a challenging role that requires strong analytical and problem-solving skills, as well as excellent communication and collaboration skills. If you are a team player who enjoys working in a fast-paced environment, we encourage you to apply.Required Skills and QualificationsBachelor's degree in Electronics and Communication, Information Technology, or a related field.Strong domain knowledge in OSS Platforms and Microservices Applications.5+ years of experience in technical support, operations, or SRE/L2 role, preferably supporting enterprise-level applications.Proficiency in monitoring tools (e.g., Prometheus, Grafana) for application and infrastructure monitoring.Familiarity with cloud computing concepts (e.g., AWS, Azure, GCP) and data center environments.BenefitsThis role offers a competitive salary, comprehensive benefits package, and opportunities for growth and development. As an employee of SourceFuse Technologies, you will have access to cutting-edge technology, training programs, and mentorship from experienced professionals.Key Responsibilities Act as the first point of contact for all production incidents, alerts, and user-reported issues related to the Plan & Build [Site Manager, Procurement Manager, and Facility Manager application]. Proactively monitor application performance, infrastructure health, and system alerts using monitoring tools. Perform initial diagnosis and root cause analysis (RCA) to quickly identify the source and scope of issues within a microservices architecture. Categorize, prioritize, and escalate incidents to appropriate internal teams (e.g., Network, Security, Firewall, Cloud, Infrastructure, Application Development, User Management) in a timely manner. Collaborate effectively with various technical teams to drive incident resolution, acting as a central coordinator. Provide timely, clear, and professional communication to internal stakeholders and end-users regarding incident status, expected resolution times, and post-incident reports. Prepare and deliver comprehensive Root Cause Analysis (RCA) reports for critical incidents, outlining the problem, impact, resolution, and preventative measures. Ensure all incidents are handled within agreed-upon Service Level Agreements (SLAs) for response, resolution, and communication. Contribute to the continuous improvement of incident management processes and tooling. Develop and maintain comprehensive knowledge base articles, runbooks, and troubleshooting guides. Identify recurring issues and collaborate with engineering teams to implement permanent solutions and improve system resilience. Participate in post-incident reviews to identify lessons learned and implement corrective actions.
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