Telecom Software Support Specialist

1 day ago

Bengaluru, Karnataka, India beBeeSoftware Full time ₹ 1,40,00,000 - ₹ 1,90,00,000

Telecom Software Support Engineer

We are seeking a highly motivated and experienced engineer 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.

Key Responsibilities:

  • Respond to user inquiries and support requests via various 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.
  • 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.
  • 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.
  • 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.

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.

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.

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