L2 APPLICATION ENGINEER (CUSTOMER ASSURANCE)

RIGA, LATVIA

Netcracker Technology Corp. (an NEC company), a large software development company and leading provider of OSS/BSS Solutions (incl. Telecommunications Operations and Management Solutions), has an opening for:

L2 Application Engineer (Customer Assurance)

Responsibilities:

• Work directly with application users and customer’s IT teams;
• Provide timely and effective technical support for Netсracker's applications and/or products that are in commercial use by the customer – which may include the following activities:
• Identify, analyze and troubleshoot technical issues;
• Restore service and eliminate business impact, either by built-in system means or by providing workarounds using technical toolset (e.g. PL/SQL, code development, etc.);
• Provide cost-effective solutions for issues within Netcracker software, ensuring SLA compliance;
• Perform application operational tasks (e.g. billing run, user grants configuration, etc.);
• Review and assess customer calls and change requests, and stream them according to customer priorities, contractual obligations and Netсracker business approaches;
• Manage and monitor customer issue lifecycle within Netcracker organization;
• Work with client’s and/or Netcracker’s ticket tracking portal;
• Interact with all teams involved into support of complex multi-application systems (CRM, Provisioning, Integrations, Billing, etc.);
• Follow incident and problem management processes (ITIL);
• Work as part of the telecom service providers transformation program, providing wide range of services, such as Application Delivery (UAT participation), Application Support, Hosted or Remote Managed Services;
• Work on-site at telecom operator premises as required to provide services for Production systems for varying periods of time;
• Participate in customer meetings to ensure issue resolution;
• Organize knowledge transfer between project and support teams;
• Mentor and train new team members;

Requirements:

• Higher technical education;
• 2+ years of experience in technical support of software applications or products;
• At least 1+ year of work experience with Application and DB environments (e.g. WebLogic server and Oracle server);
• Consistently sound level of judgment and professional conduct;
• Responsibility and focusing on results;
• Good communication and interpersonal skills;
• Knowledge of SQL for querying Oracle DB;
• Strong troubleshooting and problem-solving skills; quick learner;
• Spoken and written English;
• Willingness and ability to travel

Nice to have:

• Knowledge in OSS/BSS solutions, including batch and real time billing products;
• Enterprise software, telecommunications or call center background;
• Work experience with cloud solutions;
• Knowledge/experience in the following concepts and technologies: NFV Cloud, SDN, Cassandra, Apache Ignite, Kafka, REST API, Microservices, Big Data, Machine Learning;
• Work experience with common ticket tracking systems such as JIRA, Remedy, etc.
• Ability to read Java code;
• Organizational and coordination skills

We offer:

• Improvement of the skill set and knowledge on the new and prospect technologies (Cloud vs. On-premise, etc.);
• Opportunities for career development;
• Professional growth in the international business environment;
• Opportunities for business trips to work in the direct contact with leading telecom providers;
• Technical and soft-skills trainings;
• Medical insurance;
• Sports activities and corporate events;
• Work in modern and spacious office