As a Support Manager at R Systems, you will be leading a support team to maintain a large range of software products in the field of mobile telephony, mobile commerce, telecoms messaging and telecoms interworking.

Your contribution

Lead a team of level 2 engineers who have the following daily activities:

  • Provide support to RSystems customers, located worldwide (via telephone, defect tracking tool, email)
  • Assist customers with operation and configuration of R Systems supported software
  • Ensure that the issues reported by customers are properly understood
  • Ensure that the investigation results are properly communicated to the customer
  • Ensure that the customer correctly understands the proposed solutions
  • Provide the software corrections and improvements, based on specification documents or other helping materials, and assure the defect is fixed in all the supported versions of the software
  • Install and integrate the software that has been developed for customers’ systems
  • Update technical documentation for software that has been developed
  • Sometimes train customer support staff
  • Ensure issues are solved in the provided customer SLAs

Your day-to-day activities:

  • Coach and mentor support engineers
  • Manage a team of support engineers, including career path development and recurrent assessments
  • Take responsibility for employees from line management appraisal process as well as staff development for the department
  • Ensure technical expert support is provided to the customer
  • Follow support people knowledge development plan so knowledge is increased and preserved
  • Improve existing maintenance and support processes and make sure they are respected
  • Maintain and improve customer satisfaction and support metric goals
  • Ensure proper knowledge transfer for projects entering support phase
  • Provide input for maintenance and support contract negotiations
  • Handle invoicing, ensure accurate revenue recognition
  • Build long-term and strong relationship with the customer, focusing on increasing the business with the customer (as volume and as different types of services)
  • Ensure maintenance and support activities respect agreed KPIs
  • Report regularly and work closely with Delivery Manager/Business Unit Director
  • Collaborate closely with other Program Managers, Project Managers, Software and QA Engineers
  • Adhere to R Systems time reporting and other administrative procedures using R Systems’ tools for this purpose
  • Take part in an out of hour’s/oncall rota as escalation contact for Critical incidents
  • Provide monthly report to customer and management with regards to maintenance and support activities.
Bring along
  • University degree in Computer Science or a related discipline
  • Excellent written and spoken English
  • Minimum 5 years full-time working experience in an IT company after completing your degree
  • Minimum 2 years working experience in a similar position
  • Experience with high performance systems and computer communications protocols
  • 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
  • Ability to negotiate with customer
  • The ability to learn quickly, utilize new concepts, and find creative solutions to problems
  • A positive, solution-focused attitude and great analytical and organizational skills.
Nice to have
  • Knowledge of Telecom is an advantage
  • Experience with software development in Java, C, and Unix is a plus
  • Experience with non-relational and relational databases is a plus.

What's in it for you:

Unbound workplace flexibility:
Whether in-office, remote, or hybrid, where you work is entirely up to you! We’ll also provide the proper work equipment to ensure there is no digital barrier you can’t break.
Work-life balance
We value your personal time, so encourage you to pause and recharge by offering a flexible working schedule, and more.
Health coverage
Stay healthy and feel always in safe hands with the private medical subscription for you and your family members.
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 for professional training, paid study holidays, and customized training and professional certification programs.
Building a community…
If you know some awesome & talented innovators, recommend them to us and you’re in for a neat referral bonus. We hope you’ll genuinely like us enough to stick around and enjoy our long-term contribution rewards. Paving your road to these are bonuses for special life events and celebrations throughout the year.
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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 always an opportunity to enjoy ping-pong, foosball or fun console games 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.

Some quick aspects we take pride in:
3,000+
EMPLOYEES WORLDWIDE
30
YEARS OF EXPERIENCE IN TECHNOLOGY INNOVATION ACROSS BUSINESS SECTORS
25
OFFICES IN 12 COUNTRIES IN EUROPE, US, APAC
16
DELIVERY HUBS INCLUDING CENTERS OF EXCELLENCE IN ROMANIA, POLAND, MOLDOVA
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