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Open-Source Software Support Engineer

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Bengaluru, Karnataka, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 2,02,50,000

Rakuten Symphony is a leading provider of innovative open-source solutions to the telecom industry. Our mission is to reimagine supply chains and disrupt outdated thinking, driving rapid innovation and growth.

We are based on modern infrastructure practices, enabling our customers to launch and operate advanced mobile services in record time and at a lower cost than traditional approaches without compromising network quality or security.

Our operations span Japan, the United States, Singapore, India, South Korea, Europe, and the Middle East Africa region.

To support our goal of providing an innovative cloud-native telco platform for our customers, 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 team.

This role requires providing technical support and guidance to users and customers who are utilizing our open-source telecom software and related technologies.

The successful candidate will be responsible for 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.

Job Summary

We are looking for a highly skilled OSS Support Engineer to provide technical assistance and guidance to our users and customers.

Key Responsibilities

  • Provide timely and professional support to users and customers via email, forums, chat, and other channels.
  • 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.
  • Communicate complex technical concepts and solutions to users with varying levels of technical expertise in the telecom domain.
  • 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.
  • Support for DevOps tools and infrastructure, Additionally Monitor, troubleshoot, and resolve issues related to cloud environments.
  • Ensure interworking of OSS applications to multiple network Element with all functions working well.
  • 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.
  • Communicate Faults as well as Changes in line to the expected KPIs.

Requirements

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.

Desirable Skills

  • 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

  • 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.