Support Engineer – Security and Roaming Team

Reports To

• Head of Support
• Head of Operations

Job Overview

The Support Engineer is responsible for providing technical support for Cellusys Security and Roaming products, troubleshooting customer issues, maintaining hardware and software availability, and ensuring compliance with Support procedures and Service Level Agreements (SLAs).

Responsibilities and Duties

Troubleshoot and solve issues reported by customers or by MS team:

• Investigate and troubleshoot issues affecting Cellusys Security and Roaming products.
• Perform basic OS, networking, application, and database troubleshooting using logs, monitoring tools, and diagnostic utilities.
• Analyse telecom signalling traces and collect relevant evidence to support incident investigation and resolution.
• Perform hardware health checks, diagnose hardware faults, and assist with approved hardware replacement activities.
• Escalate complex or critical incidents to the appropriate technical team with documented findings.

Ticket and SLA Management

• Manage assigned support tickets in accordance with established Support procedures and SLA requirements.
• Provide timely customer responses, regular progress updates, and accurate technical documentation.
• Monitor ticket progress, follow up on outstanding dependencies, and escalate potential SLA breaches promptly.
• Document troubleshooting steps, resolutions, and relevant findings in the ticketing system.
• Comply with established Support procedures, escalation policies and SLA commitments.

Maintenance and Operational Support

• Execute approved maintenance procedures and existing scripts.
• Support planned maintenance, troubleshooting sessions, and post-deployment validation when assigned.
• Follow change-management, access-control, security, and production-safety requirements.
• Perform troubleshooting and maintenance within assigned responsibilities and authorisation limits.

Customer Communication and Collaboration

• Communicate technical findings and progress clearly and professionally to customers.
• Coordinate with Operations, Solutions, R&D, and other relevant teams to resolve incidents.
• Contribute to knowledge-base articles and troubleshooting documentation.

On-Call and After-Hours Support

• Participate in the on-call rotation and handle assigned incidents outside standard working hours, including nights, weekends, and public holidays, as applicable.
• Follow established escalation procedures and maintain appropriate ticket documentation during after-hours activities.

Qualifications and Requirements

• Bachelor's degree in Telecommunications Engineering, Computer Engineering, Information Technology, or a related technical field.
• Basic knowledge of Linux operating systems, networking, TCP/IP, and troubleshooting methodologies.
• Basic understanding of telecom signalling protocols, particularly SS7/SIGTRAN.
• Familiarity with Diameter is an advantage.
• Familiarity with Wireshark, Linux diagnostic tools, and monitoring platforms such as Grafana.
• Basic understanding of server hardware and troubleshooting is desirable.
• Strong analytical and problem-solving skills.
• Good written and verbal communication in English.