(Senior) Support Engineer

The employee will be involved in supporting a large range of software products in the field of mobile telephony, mobile commerce, telecoms messaging and telecoms interworking using state-ofthe-art technologies.

Duties & Responsibilities

  • Provide expert level support to R Systems customers located worldwide (via telephone, defect tracking tool, email).
  • Assist customers with operation and configuration of R Systems supported software.
  • Ensure that the problems reported by customers are properly understood.
  • Assure that the investigation results are properly communicated to the customer.
  • Ensure that the proposed solutions are understood correctly by the customer.
  • Make sure problems are solved promptly within the customer SLAs.
  • Achieve customer satisfaction and support metric goals.
  • Fix the software based on specification documents or other helping materials and assure the defect is fixed in all the supported versions of the software.
  • Create and execute software test plans.
  • Enhance software created in earlier projects.
  • Install and integrate software that has been developed on customers’ system.
  • Update technical documentation for software that has been developed.
  • Sometimes train customer support staff.
  • Adhere to R Systems time reporting and other administrative procedures using R Systems’ tools for this purpose.
  • Develop software according to agreed budgets with high quality, following R Systems quality standards based on ISO 9001.
  • Agree and execute a Staff Development Concept to constantly improve professional skills relevant to R Systems business.
  • Take part in an out of hour third-level support rota, when required to do so by R Systems.
  • Team-leading and expert in areas to be defined.


Other support team members, support manager, team leaders, project managers, system architects, directors, customer’s staff, staff of associated companies, operator’s staff.


  • A good university degree in Computer Science or a related discipline.
  • Minimum 2 years full-time working experience in an IT company after completing your degree.
  • Experience with software development in Java, “C”, Oracle and Unix.
  • Experience with Oracle database.
  • Experience with high performance systems and computer communications protocols.
  • Excellent written and spoken English.
  • Highly motivated and ability to work in small teams.
  • Ability to work under pressure and to strict deadlines.
  • Highly organized and detail oriented.
  • Experience with contact to customers.
  • Self sufficient/self starter who can work with little or no direction.
  • Prior Customer Support Experience.
  • Knowledge of mobile telecoms.

Additional advantage

Knowledge of scripting languages, Corba, Application Servers.

Company offers

  • Competitive remuneration.
  • Flexible and professional working environment.
  • International projects with professional growth and travel opportunities.
  • Work in a young and dynamic team.
  • Laptop and mobile phone (including an agreed monthly amount for personal calls) Sport subscription.
  • Various trainings, courses and certifications opportunities, company granted.
  • 1 additional holiday day /employment year celebration on R Systems.
  • 3 days of sick/ year without medical proof.
  • Frequent team-buildings and social events.

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