Senior Support Engineer (f/m/d)

Job Description

Your Mission

• Handle customer inquiries, provide customer assistance via phone, e-mail, and remote access while consistently meeting defined SLAs
• Proactively update customers on ticket status and solution progress
• Documentation of the work steps, results of the analysis and customer communication in our ticketing system
• Engineering, Operations, and 1st-Level Support teams
• Ensure end-to-end resolution of customer issues by taking full ownership of each case and acting as the customer’s advocate within the organization

Location: Nuremberg/Germany, fulltime

WHAT WE ARE LOOKING FOR

To join our team, YOU must HAVE:

• Graduate IT degree in Electronic Engineering, Telecommunication Engineering or equivalent
• Several years of practical working experience in the telecommunication industry
• Strong Unix/Linux expertise, including advanced console usage and Bash scripting
• Solid understanding of Quality-of-Service parameters for mobile and fixed networks
• Very strong customer- and joy in solving complex problems
• Excellent written and spoken English, further skills are advantageous
• Experience in handling and administration of 2nd level tickets or equivalent knowledge
• Deep expertise in IMS/core call-flow debugging and analysis
• In-depth IP networking knowledge (VPN, firewalls, routing, remote access) (beneficial)
• End to End testing experience (beneficial)
• Strong familiarity with mobile communication standards (GSM, UMTS, LTE, 5G, IoT, E911, NG112) and related technologies (PSTN, ISDN, VoIP, VoWiFi, Wi-Fi testing) (beneficial)
• Knowledge of packet-switched core network architectures (LTE/5G) (beneficial)
• Strong grasp of mobile communication protocols (SIP, Diameter, HTTP/2 – NGAP/NRPPa, SS7) (beneficial)
• Experience with MySQL/MariaDB databases and packet analysis tools (Wireshark, PCAP) (beneficial)

YOU must BE:

• Goal and solution orientated and having well-structured working approach
• Persistent and efficient in completing tasks
• Dedicated and proactive with a high personal responsibility
• Self-dependent and very reliable with a keen capacity for working under pressure
• Very customer-oriented and proactive

What we offer:

• Flexible working hours and Home Office policy for a good work-life balance
• In addition to 30 days of vacation: extra days off for enough rest and relaxation
• Contribution to public transportation as well as bike leasing option for environmentally conscious mobility options
• Contribution to company pension scheme and capital-forming benefits (VWL) for a secure future
• Free cold and hot beverages as well as fresh fruits for energizing breaks
• Enjoyable breaks with a game of table tennis, darts or table football

If you feel that you've got what it takes to work with us and want to join an international team, apply now with your updated CV, a brief on your motivation, your salary expectations, and your earliest possible start date at Careers.germany@mobileum.com