CUSTOMER SUPPORT ANALYST

Since 1993, Netcracker Technology has been developing and implementing unique IT solutions for more than 250 customers worldwide, mostly telecom providers. We create dozens of innovative products and lead the global market of BSS/OSS solutions ready to be used in the cloud environment. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the cloud's opportunities, virtualization, and the changing mobile ecosystem.

Why join our team:

• Work on design, development, and customization of mission-critical solutions to world-leading telecom companies.
• Implement and support innovative technologies such as 5G, eSIM, Internet access by satellites in low Earth orbit, IoT, etc.
• Get unlimited opportunities for professional and career development in a global company.

What you’ll do:

• You will be part of highly skilled team responsible for providing Tier2 and Tier3 support services to Netсracker customers around the world;
• Support of the next generation platform which implements the NFV technologies and orchestration of the virtual network environment for telecommunication companies;
• Identify, analyze and troubleshoot production technical issues and provide cost-effective solutions;
• Review and assess customer issues and change requests and stream them according to customer priorities, contractual obligations and Netcracker business approaches;
• Manage and monitor the customer issue internal lifecycle within Netcracker organization and partners interactions;
• Answer technical questions about the product raised by the customers and guide them through it as required;
• Prepare customer support-related documentation, including how-to documents and step-by-step instructions;
• Develop new or enhanced methods and techniques to resolve problems, identifying alternatives and implications;
• Coordinate internally to develop and improve product offerings and trouble shoot software problems;
• Providing Technical guidance and trainings to Customer Support team;
• Improve internal Customer Support procedures and processes;
• Initiate development, and develop internal technical procedures for Customer Support for all existing and new coming operations/types of requests;
• Report on any operational risks, unexpected delays or production issues to the management;
• Control technical conformity of Service Requests fulfillment;
• Participate in on-site visits required by the implementation/support plan.

What we are looking for:

• High Technical Degree with a focus in Telecommunications or a related field;
• Experience in network equipment configuring and maintaining (Cisco, Juniper, Huawei, etc);
• Experience in configuration, troubleshooting and maintenance of dynamic network protocols (OSPF, BGP etc.) and network services;
• Experience in network planning, implementing, configuring, troubleshooting and testing of networking system;
• Experience in scripting languages (shell, bash; python);
• Experience in system, network or application administration with expert troubleshooting ability (Linux);
• Experience in applications/servers/storage virtualization;
• DB administration experience (MySQL, PostgreSQL, RDBMS etc.);
• Experience of working in knowledge management environment: creating detailed knowledge documents after resolving the incidents, empowering users, enabling self-service to reduce repeat incidents;
• Excellent deductive reasoning and troubleshooting skills;
• Good customer service skills, with good written and verbal communications;
• Experience and expertise in applying technology to meet customer needs;
• English level: intermediate or upper.

Would be a plus:

• Experience in network virtualization;
• Experience in OpenStack, OpenShift, VMWare products;
• Understanding and knowledge of ITIL framework best practices for IT Service Management;
• Technical experience of an application hosting environment (including web servers, database, virtualization, storage, load balancers, firewalls);
• Experience in Java, JavaScript, Python.

We offer:

• Competitive salary.
• Medical insurance.
• More than 300 hard and soft-skills programs by the corporate career development center.
• Open environment and encouraging knowledge sharing culture.
• Opportunity to practice foreign languages daily.
• Flexible working hours and an opportunity to work remotely