Support Engineer

R Systems is searching for an experienced Support Engineer to join our team of innovators!

Are you ready to make a significant impact in a dynamic and innovative environment? We are looking for talented and ambitious internet-savvy support engineers to join our medium-sized Agile team.

In this key role, you’ll collaborate with senior engineers to drive innovation and enhance our existing systems. This is a unique opportunity to grow your career through professional development, including certifications, workshops, and training sessions.

If you’re passionate about support area and eager to take on new challenges, we want to hear from you!

Your contribution:

Take ownership of customer issues reported and seeing problems through until final resolution.
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
Participate in problem diagnosis by performing remote troubleshooting on client s live network environment (commands, capturing information in a log file, level 2 diagnosis on telecom software).
Keep track of customer issues until they are resolved by adhering to the agreed SLAs.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Create and execute MOP (Method of Procedure) documents into customer environments (test and production environments) when required.
On-call support and availability to work outside business hours when required.
Actively participates in Major Incident bridges and offers updates for the client while troubleshooting the ongoing issue.
Work with the Support Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
Ensure the SLA end to end for all the support tickets.
Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
Maintain a strong customer focus at all times.
Offer support during the various system testing phases when the customer requires it.
Test telecom software as described in system documentation
Escalate incidents to Tier 3 Support by providing all necessary information: initial diagnosis, problem recurrence, log files, etc.

Bring along:

Experience with Nokia Products would be a plus
Strong level of English
Experience as a Technical Support Engineer is mandatory.
Requires very good Linux skills. Able to install Linux OS, configure Linux OS, navigate Linux OS Knowledge of Telecom 2G/3G/4G/5G Core Network is a plus
Good knowledge of network stack (UDP, TCP IP routing)
Good knowledge of BASH scripting
Good knowledge of relational DBs (PosgresSQL, Oracle). Basic knowledge of non-relational DBs (Cassandra, LDAP).

What's in it for you:

Hybrid work policy

A hybrid work policy, to promote and improve work-life balance! We’ll also provide the proper work equipment to ensure there is no digital barrier you can’t break.

Health coverage

Stay healthy and feel always in safe hands with full access to private medical subscription.

Professional development

Keep your knowledge fresh and achieve your professional goals, with free and unlimited access to Udemy online learning platform. We also provide 5 days off yearly to enjoy these courses plus, paid study holiday for bachelor students.

Building a community

If you know some awesome & talented innovators, recommend them to us and you’re in for a neat referral bonus. We also hope you’ll genuinely like us enough to stick around and enjoy our long-term contribution rewards.

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People-centered offices

Our offices are not only hip and cool, with private and co-working spaces, but also situated in central city locations, so that you can get there easily. Coming to the office is also a great opportunity to enjoy some fun activities in the company of your colleagues.

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Food for thought

To feed both your body and brain, we like to organize occasional Lunch & Learn sessions. If these leave you hungry for more, you can always enroll in our mentoring & coaching sessions.

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Healthy rivalry

Running shoes are not included in your welcome kit, but you may need to get a pair ASAP because we take our (inter)company sports competitions very seriously. And if you're competitive but sports are not your forte, you can always join our hackathons or reading marathons.

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A chance to give back

If you’re a charitable soul like us you’ll enjoy planting trees, baking cakes, playing chess, crafting, or donating to a cause in our social community events.

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Lots of fun

Our awesome people may be spread across many countries & cities, but we like to team up for some fun as often as we can. Be it team buildings, parties, or other team events, we take on every opportunity to meet and strengthen our sense of community.

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Who we are as a company:

R Systems is a global technology and analytics services company. We help our clients achieve speed-to-market, overcome digital barriers, and create business value with our specialized service offerings and consultative business approach.

We speak the language of business as fluently as we do the language of technology. In other words: We speak Digital. Our goal: accelerate our clients’ digital leadership.