Core Network Support Engineer

Overview In this role you own and resolve regional customer support cases end-to-end, ensuring SLA compliance and high satisfaction. You combine telecom expertise with strong troubleshooting and communication to coordinate with internal teams and customers. You’ll handle incident management, outages, and root cause analysis, often working in lab and production environments. The position offers exposure to leading telecom tech and cross-functional collaboration, with on-call rotation and process improvements as part of your impact. ResponsibilitiesOwn and manage customer support requests from intake to resolution, ensuring timely closure and SLA adherenceTroubleshoot and resolve complex issues independently and with cross-functional teamsCollaborate with customer technical teams to diagnose network/system problems and implement fixesProvide outage recovery assistance and root cause analysis (RCA)Coordinate with engineering, product, and development teams to resolve technical issuesParticipate in customer-facing review meetings and maintain case status updatesAssist with maintenance activities, software upgrades, patching, and system updates in lab and production environmentsParticipate in on-call rotation and after-hours support as neededDocument activities and action plans in case management systems and create/update MOPsContribute to knowledge base and continuous process improvement initiatives Key requirementsStrong telecommunications expertise with hands-on experience in supporting telecom systemsProven ability to own incidents and meet SLA commitmentsExperience diagnosing and resolving network/system problems with customers and internal teamsSkills in outage recovery and root cause analysis (RCA)Proficiency with case management and ticketing/CRM toolsAbility to operate in high-pressure environments and make timely decisionsExperience with lab recreation of issues and testing fixesStrong documentation and knowledge management能力customer-focusedexcellent verbal and written communication in Englishstrong presentation and stakeholder engagementHSSHLR (including SDM)STP