Technical Support Engineer (Telecom)

• Respond promptly and professionally to Customer inquiries and technical support requests 
• Secure the agreed levels of service are met according to the Service Level Agreement (SLA) 
• Diagnose and troubleshoot complex technical issues related to software applications, hardware, and network systems 
• Collaborate effectively with cross-functional teams, including developers and QA engineers, to ensure the timely resolution of Customer issues 
• Conduct in-depth analyses of Customer problems, identify root causes, and implement effective solutions 
• Maintain accurate and detailed records of Customer interactions, technical issues, and resolutions in the ticketing system 
• Monitor and analyze system performance and availability, identifying and addressing potential issues to minimize downtime 
• Participate in creating and maintaining of technical documentation, knowledge base articles, and troubleshooting guides 
• Assist in testing and validating software releases and updates before deployment to ensure quality and reliability 

• At least 2 years of experience as a Technical Support Engineer 
• Proficiency in troubleshooting technical issues, using tools, logs, and diagnostic techniques for following tools:
  - Linux: SFTP, SSH, certificates 
  - Azure: VMs, Clusters, vNets, SubNets, Keyvault, Storage accounts, and Entra 
  - Terraform or Terragrunt 
  - Helm 
  - Git/GitLab 
  - CI/CD (GitLab) 
  - GitOps (Flux) 
  - Docker 
  - Networking (3-4 Level OSI) 
  - K8s and AKS 
  - Security (Certs, mTLS) 
  - Windows administration and RDP 
• Strong customer service orientation and the ability to effectively communicate technical information to both technical and non-technical individuals 
• Basic understanding of databases 
• An Upper-Intermediate level of English 

PERSONAL PROFILE

• Initiative, proactive, and results-oriented person 
• Strong team player with a high sense of responsibility and reliability