Senior Technical Support Engineer

Who We Are:

We are the global leader in 5G monetization with a customer base of the world’s largest operator groups, regional carriers, and emerging digital service providers. Our industry-leading technology team delivers a network-grade converged charging system (CCS). Powered by our relentless commitment to product excellence and customer success, we make it possible for businesses to harness network assets and business agility to succeed at web scale.Senior Technical Support Engineer - Remote Mexico City     

Based in Mexico City, and reporting to the Regional Support Manager, this role will support all aspects of MATRIXX Software's Applications at a Tier 1Telecoms Provider. Your responsibilities will require extensive and proactive collaboration with internal and external stakeholders as part of a dedicated team.This position is ideal for a candidate looking for a fast-paced, dynamic work environment with the personal connection and flexibility of working for a start-up company head-quartered in Silicon Valley. 

You Will Do:

  • Work collaboratively with MATRIXX’s Engineering and Professional Services teams with the goal of becoming a MATRIXX software certified product expert
  • Create and perform production operational tasks, MOP (Method of Procedure) execution and provide guidance on best practice to the wider team regarding platform operation
  • Perform Business-As-Usual (BAU) type pricing configuration change on the OCS, test and verify changes and support the deployment of the updates into the production environment
  • Follow customer and vendor MOP precisely, taking accountability for documentation and audit compliance
  • Undertake BAU type application configuration changes (both functional and non-functional) and support the process of verification of such in a test, development and pre-production environment
  • Limited out of hours support work on scheduled activities and high severity production issues/incidents
  • Establish and maintain a highly professional and ‘trusted advisor’ position with the customer
  • Identify, communicate, and drive improvement initiatives for the processes and tools relating to your role
  • Monitor mobile technology and industry developments to keep knowledge remains current

You Will Bring:

  • 6-8+  years working in a Support or Services role in the Telco environment
  • Technical expertise and significant experience in one of the following areas:
    • Applications/Systems - Intelligent Networks, Online/Converged Charging, Billing, PCRF
    • Networking protocols - SS7, MAP, INAP, CAP, DIAMETER, 5G, Sy/Gx
    • Operating Systems - Redhat Enterprise Linux
  • Excellent written and verbal communication skills covering both technical and non-technical aspects
  • Thrive on meeting technical challenges with the ability to make timely, sound decisions
  • Self-motivation and the ability to work gracefully under pressure 
  • A bachelor’s degree or equivalent technical qualification

The Extras: 

  • Skills in one or more of the following:
    • Cloud/Virtualisation - VMware, Azure, AWS, Google Cloud Platform, Kubernetes/Docker, Openshift, KVM
    • Programming Concepts - Java, C++
    • Scripting languages - Python, Perl, BASH
    • MongoDB
    • Apache Kafka and Apache ActiveMQ
    • Monitoring Applications, Visualization and Protocols - Prometheus/Grafana/PRTG/SNMP/JMX
    • Web Service Protocols - SOAP, REST

Why MATRIXX? 

  • An industry disruptor building tech that’s leading and shaping the telecommunications industry     
  • Global customers who believe so strongly in us they have invested in our success
  • A cloud native architecture and patented real-time engine leading the way in the 5G revolution 

Why You at MATRIXX?

  • A strongly collaborative culture – enjoy working in a politics-free environment
  • Active employee involvement in shaping our future
  • A global community – making a difference in 20+ countries……