Openwave

Senior Technical Support Engineer

Openwave

full-time

Posted on:

Location Type: Remote

Location: Florida • United States

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Job Level

Senior

About the role

  • Provide Level 3 Application Support and Service Operations
  • Serve as a technical expert within the team and assist and guide Application and Infrastructure Support L1-2 engineers in the execution of their duties and issue resolution
  • Provide Support and help with service operations to Openwave customers during EMEA business hours Monday to Friday
  • Own and resolve technical issues, incidents, problems and service requests that may arise with the Openwave customers, hosted and non-hosted, in EMEA and other regions
  • Work them to complete resolution to customer satisfaction and as per the customer applicable Service Level Agreement
  • Maintain administration of the cases ensuring that case detail and status is accurate and up-to-date at all times
  • Be part of the Global Support 24x7 on-call rosters being available within 15 minutes to work high priority customer issues during out of business hours
  • Log issues with Engineering in Jira
  • Reproduce the bug and provide all reasonable data, including the instructions on how the bug is reproduced, to the Engineering group to assist them in resolving the issue
  • Create knowledge base documentation for resolved issues and operational procedures where an existing document does not exist or the issue is not covered by product documentation
  • Write tools and scripts to assist in trouble-shooting and operational activities
  • Represent Support on the Product development lifecycle ensuring correct product supportability and its readiness for production
  • Own the whole lifecycle of operational changes in customer environments from CR/ECR creation to implementation during maintenance windows, testing and validation
  • Technically engage in and often lead the technical resolution of crisis management situations as requested by management
  • Raise issues that may result in a crisis management situation to management at the earliest opportunity
  • Install, configure and test new patches and services on laboratory and on production creating all the needed documentation (Method of Procedure, Architecture document, Acceptance Test Document)
  • Provide support to the customer during the acceptance and integration testing phases as applicable
  • Deploy new platforms from start to end including the cutovers and traffic migrations at customer site
  • Participate on all regular customer meetings supplying updates on the open issues, their status and resolutions, etc.
  • Liaise with the rest of the Openwave Support team when needed for the escalation and troubleshooting of issues and with the Professional Services team to assist in project tasks

Requirements

  • Provide Level 3 Application Support and Service Operations
  • Serve as a technical expert within the team and assist and guide Application and Infrastructure Support L1-2 engineers in the execution of their duties and issue resolution
  • Provide Support and help with service operations to Openwave customers during EMEA business hours Monday to Friday
  • Own and resolve technical issues, incidents, problems and service requests that may arise with the Openwave customers, hosted and non-hosted, in EMEA and other regions
  • Work them to complete resolution to customer satisfaction and as per the customer applicable Service Level Agreement
  • Maintain administration of the cases ensuring that case detail and status is accurate and up-to-date at all times
  • Be part of the Global Support 24x7 on-call rosters being available within 15 minutes to work high priority customer issues during out of business hours
  • Log issues with Engineering in Jira
  • Reproduce the bug and provide all reasonable data, including the instructions on how the bug is reproduced, to the Engineering group to assist them in resolving the issue
  • Create knowledge base documentation for resolved issues and operational procedures where an existing document does not exist or the issue is not covered by product documentation
  • Write tools and scripts to assist in trouble-shooting and operational activities
  • Represent Support on the Product development lifecycle ensuring correct product supportability and its readiness for production
  • Own the whole lifecycle of operational changes in customer environments from CR/ECR creation to implementation during maintenance windows, testing and validation
  • Technically engage in and often lead the technical resolution of crisis management situations as requested by management
  • Raise issues that may result in a crisis management situation to management at the earliest opportunity
  • Install, configure and test new patches and services on laboratory and on production creating all the needed documentation (Method of Procedure, Architecture document, Acceptance Test Document)
  • Provide support to the customer during the acceptance and integration testing phases as applicable
  • Deploy new platforms from start to end including the cutovers and traffic migrations at customer site
  • Participate on all regular customer meetings supplying updates on the open issues, their status and resolutions, etc.
  • Liaise with the rest of the Openwave Support team when needed for the escalation and troubleshooting of issues and with the Professional Services team to assist in project tasks
Applicant Tracking System Keywords

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

Hard Skills & Tools
Level 3 Application SupportService Operationsissue resolutiontroubleshootingknowledge base documentationoperational changesinstalling patchesconfiguring servicestestingdeploying platforms
Soft Skills
technical expertisecustomer satisfactioncrisis managementcommunicationteam collaborationleadershipadministrationproblem-solvingtime managementescalation