Technical Support Analyst II

CSG

Technical Support Analyst II providing level 2 support for CSG products in Telecom domain. Resolving technical issues and maintaining customer satisfaction in live production environments.

Posted 6/13/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

OraclePerlPythonSQLUnix

About the role

Key responsibilities & impact

Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.
Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues.
Following up on support issues, which include liaising with both the customer as well as Level 3 and Level 4 (R&D) team.
Analyze and debug CSG Encompass product applications issues.
Works on performance issues.
Works in different business times and on call 24hs / 7 days.
Shift work, standby support and working on weeknights/weekends/public holidays are required.

Requirements

What you’ll need

A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
3+ years of working experience, preferably in Telecom domain BSS/OSS Domain.
Good hands-on experience in CSG Billing Product 'Single view/Encompass'.
Knowledge of Telecom billing solutions, rating and charging systems, configurations.
End to End knowledge on Single View Billing product.
Unix skills, Create & modify shell scripts.
Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl.
Experience in SQL/PL-SQL/Oracle database.
ITIL knowledge on INC/SR, Problem, Change and Helix/BMC/Service Now or any other ticketing system.

Benefits

Comp & perks

Work from Home, in-office, or hybrid
Employee Belonging Groups
Healthcare: Dental, Medical, and Vision
Paid Vacation, Volunteer, and Holiday Time Off
And so much more!

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CSG EncompassTelecom billing solutionsUnixShell scriptingPowerShellPythonPerlSQLPL-SQLOracle database

Soft Skills

customer supporttroubleshootingproblem resolutioncommunicationprofessionalismcustomer satisfactionteam collaborationtime managementadaptabilityresponsiveness