| Description | Applicants must be based in the US or Canada - Central and East Coast Time Zones preferred To support all aspects of MATRIXX Software Applications with Tier 1 Telco customers globally and work collaboratively with MATRIXX’s engineering and professional services teams with the goal of becoming a MATRIXX software certified product expert. To take ownership of complex customer and partner reported issues and to assist with project delivery in the deployment and operational handover phases. Key responsibilities Collaborate with internal and external stakeholders throughout the customer and partner lifecycle. Provide remote support under stringent SLA to MATRIXX customers and partners in all aspects of the MATRIXX platform. Assist in deployment and operational support activities. Participate in out of hours on-call rotation. Support customer relationship with the goal of establishing and maintaining a professional ‘trusted advisor’ position. Identify communicate and drive improvement initiatives for the processes and tools. Monitor mobile technology and industry developments to ensure your knowledge remains current. Provide coaching and mentoring to more junior colleagues. Proven experience working in a Support or Services role preferably in the Telco environment. Proven experience working with real-time network technology (Intelligent Networks Online/Converged Charging Systems Mediation Policy Control) Evidence of technical expertise and significant experience in the following Telco skills: Unix and Linux Applications and Systems (OCS/CCS IN Billing PCRF) Networking protocols (DIAMETER 5G SS7 MAP INAP CAP) A bachelor’s degree or equivalent technical / science-based qualification Good communication skills covering both technical and non-technical aspects. International working experience Preferred Qualifications Additional skills in one or more of the following: IT and Web Service Protocols (HTTP/ReST) Scripting languages (Python Perl BASH) OS and Programming (Red Hat Enterprise Linux Java C++) Monitoring Applications and Visualization (Prometheus/Grafana/PRTG) Monitoring protocols (SNMP JMX) IP networking (routing/switching load balancing resilience concepts) Cloud/Virtualisation (VMware Azure AWS Google Cloud Platform Kubernetes/Docker Openshift KVM) Apache HBase MongoDB Redpanda Apache Kafka Apache ActiveMQ Competencies: Resolver - Identifies the problem and providing resolution. Focused - Takes direction follows through and makes the corrections necessary to stay on track prioritizing before reacting. Collaborator - Works hard with others to achieve the team goals and objectives. Mentor - Recognizing and cultivating the potential in others identifying incremental improvements and derive satisfaction from evidence of progress. Influencer - Connecting with someone new and winning them over. Achiever - Taking satisfaction from being busy and productive possessing a great deal of stamina and working hard. Adaptability - Embraces the pivot problem-solver doing what needs to be done. Boldness - Creates alternative ways to proceed quickly able to spot the relevant patterns and issues of any given scenario. Forward Thinker - Willing to question the status quo. Unafraid to challenge convention looking for innovative solutions and outcomes that move the needle. Integrity - Committed to stable values such as honesty and loyalty taking psychological ownership of what they say they will do. Process-oriented - Equality and treatment of all people the same with stable routines and clear rules and procedures that everyone can follow. Results driven - Independent desire to make a big impact prioritizing projects based on how much influence they will have on their organization or people around them. Values Driven - Having unchanging core values that defines one's purpose. Compensation: The US pay range for this position is $125000.00 – $149000 per year however base pay offered may vary depending on job-related knowledge skills and experience. Base pay information is based on US market only and will vary by global location. Variable pay in the form of bonus or commission may be provided as part of the compensation package in addition to a full range of medical and/or other benefits dependent on the location of the position offered. |