Senior DevOps Software Support Engineer at Adapt IT

About the position

Introduction

The Senior Support Engineer plays a pivotal role in ensuring the successful support, optimization, and secure operation of
customized telecommunications solutions for enterprise clients. This role involves advanced troubleshooting, proactive
system monitoring, incident and problem management, and direct client engagement. The ideal candidate is a technically
proficient, customer-focused professional capable of owning complex issues, mentoring junior engineers, and acting as a
bridge between customers, support, and development teams. Exposure to AI-driven diagnostics and system ownership
responsibilities are key aspects of this role.

Description
Key Accountabilities:
• Ensure high availability, performance, and security of customer-specific telecom solutions.
• Lead resolution of complex support cases and manage escalations with precision and professionalism.
• Act as a technical SME (Subject Matter Expert) for assigned customer environments and platforms.
• Takes full accountability for all assigned tickets, serving as the key point of contact to drive resolution through effective
communication, proactive follow-up with stakeholders, and seamless coordination with customers.
• Drive root cause analysis and long-term problem resolution for critical incidents.
• Collaborate with development, operations, and delivery teams to support deployments, upgrades, and system
improvements.
• Maintain high levels of customer satisfaction and ensure compliance with SLAs and data protection standards.
• Take ownership of assigned systems, including lifecycle management, performance monitoring.
Key Responsibilities:
• Provide advanced technical support for customized telecom systems, including diagnostics, troubleshooting, and
incident resolution.
• Participate in customer onboarding, solution deployments, upgrades, patching, and hotfixes.
• Document known errors, workarounds, and solutions for internal and external use.
• Lead and mentor junior support engineers, fostering a culture of knowledge sharing and continuous improvement.
• Collaborate with cross-functional teams to drive incident and problem resolution, including AI-assisted diagnostics
where applicable.
• Analyze performance data and security logs to identify trends and recommend improvements in system design or
operational processes.
• Maintain proactive relationships with key customer contacts and ensure transparent communication.
• Contribute to technical documentation, FAQs, and customer knowledge bases.
• Participate in 24x7 support coverage or on-call rotation as required.

Minimum Requirements
Qualifications and Experience:

Essential:

• Bachelor’s Degree in Telecommunications, Computer Science, Engineering, or related field.
• 5 years of experience in technical support, systems engineering, or implementation roles within the telecommunications industry.
• Proven experience working with telecom protocols (e.g., SIP, SS7, Diameter, SMPP).
• Strong knowledge of Linux/Unix environments, networking, and database technologies (e.g., SQL).
• Experience supporting customized or complex software applications and integrations.
• Familiarity with secure support practices and incident response protocols.

 

Desirable:

• Experience with telecom systems, VAS (Value-Added Services), or IN (Intelligent Network) platforms.
• Exposure to cloud environments (AWS, Azure) and containerization (Docker, Kubernetes).
• Knowledge of scripting languages (e.g., Bash, Python) for automation and monitoring.
• Experience working with DevOps, CI/CD pipelines, and infrastructure as code.
• Familiarity with AI/ML-based monitoring or predictive analytics tools.

Desired Skills:

• Telecommunication
• Technical support
• Systems engineering
• Implementation
• Telecom protocols
• Linux/Unix
• Cloud environments