L2 Support Engineer (Telecom)

Company Description

An enterprise client, a leading provider of Telecom analytics for roaming, security and risk management and end\-to\-end domestic and roaming testing solutions is looking to partner with a proficient L2 Support Engineer to join a dynamic customer support team.

Job Description

• Delve deep into product functionalities to address intricate product queries.


• Cultivate a broad understanding of the product codebase.


• Perform Level 3 analysis, troubleshooting, and resolution of customer service requests (CSRs).


• Scrutinize product logs, draw parallels with code, and pinpoint problems at the L2 level.


• Adhere to stipulated protocols for escalating issues to the engineering team.


• Craft patches or hot\-fixes in tandem with the backend engineering function, when required.


• Be actively involved in assessing and implementing product upgrade and installation protocols.


• Channelize valuable customer feedback to the backend engineering function for product enhancements.

• Proficiency in Core Java programming.


• Adeptness in scripting (Shell or Perl).


• Profound knowledge of Linux.


• Stellar verbal and written communication prowess.


• Proven ability to engage transparently with both customers and internal stakeholders.


• Collaborative mindset for working with diverse teams.


• Demonstrated efficiency in resolving queries over call and email.


• A robust experience of 5\-7 years in the software domain, with a preference for a telecommunications background.


• Minimum of 4 years in an L2 Support Engineer capacity or a role of similar nature.


• A development (programming) stint spanning 2\-3 years will be advantageous.


• Education in Computer Science, Electronics and Communication Engineering, Telecom Engineering, or any allied domain.

• Fully remote opportunity.


• Applicants must be based in Portugal.

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