Support Engineer EMEA

Direct message the job poster from Mavenir

Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software‑based automated network that runs on any cloud. As the industry's only end‑to‑end, cloud‑native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers.

• Build up a strong R&D relationship and act as the key Support to R&D interface
• Collaborate with the customer's technical staff to diagnose and troubleshoot software issues. This may involve code review, configuration analysis, and application troubleshooting. Following resolution, provide support to the customer during their testing of the fix. This could include running designated functional tests or regression tests.
• Build up coding knowledge and investigate issues thoroughly before escalating to R&D.
• Use the provided test tools to capture and investigate logs required by R&D.
• Communicate with customers to establish details of problems/requirements.
• Investigate and resolve customer problems within the contracted SLAs.
• Work with other teams in the company to resolve technical problems.
• Produce system documentation for the customer and support team.
• Update the call tracking system, provide status updates and action plans, and provide customer resolution reports for issues.
• Provide technical support to internal R&D teams during solution design, implementation and testing phases.
• Provide technical support to EMEA delivery and support teams.

• Coaching internal teams on the technical details and capabilities of the products and end‑to‑end solutions.

• Review and update technical aspects of the quality system to ensure information is correct and up to date.

• Solid experience working with Linux. Red Hat, VMware or AWS platforms.
• Proven coding experience.
• Experience installing, upgrading, and configuring computer hardware and software.
• Knowledge of mobile networks.
• Good understanding of software engineering principles.
• Understanding of the SIP protocol.
• Experience working with HP and Red Hat platforms.
• Experience working with IP networks, Cisco router configuration.
• Experience of site visits to replace hardware components.

• Methodical problem‑solving skills.
• Good verbal and written communication skills, both face‑to‑face and remotely with people for whom English is not their first language.
• Able to work from customer premises and remotely from internal teams.
• Able to assimilate technical information quickly and apply it to a given situation.
• Shows initiative and is able to make appropriate decisions.
• Good planning and organisational skills – able to multi‑task.
• Commitment to achieve the required goals.
• Able to build relationships with customers, identifying and focusing on their needs.
• Works well under pressure.
• Able to work to job standards and process requirements and drive for quality.
• Ability to work individually with little supervision, but flag up issues promptly.
• Able to work to meet deadlines.
• Ability to pick up new technologies and products quickly.

• Able and willing to freely travel within Turkey.

Mavenir is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you require any assistance, please state in your application or contact your recruiter.

Mavenir is an Equal Employment Opportunity (EEO) employer and welcomes qualified applicants from around the world, regardless of their ethnicity, gender, religion, nationality, age, disability, or other legally protected status.