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Customer Support Engineer – Telco Networks

16 hours ago

Seattle, Washington, United States Opanga Networks Full time

Job Description

We are searching for a hands-on Customer Support Engineer to be the operational backbone for Opanga Networks' cutting-edge RAIN product line. This is a deeply technical, carrier-grade systems-level role where you will be physically and remotely interacting with mission-critical mobile core network infrastructure daily.

You will function as the primary technical expert on the operator floor, directly responsible for the installation, configuration, performance tuning, and stabilization of our software solutions within Mobile Network Operator (MNO) environments. Success hinges on mastery of Linux systems, deep-dive IP networking stack manipulation (3GPP interfaces), and rapid, accurate troubleshooting in live, 24/7 carrier-grade production settings. We need a proactive, autonomous operator who manages their domain, ensures strict QoS, and solves complex signaling and traffic problems at the command line.

Salary Range

  • $120,000-150,000 per year

Core Responsibilities (Action-Oriented & Operational)

This role requires relentless execution and direct, hands-on involvement:

  • System Deployment & Commissioning:
    Execute and own
    the end-to-end installation, hardening, and configuration of the Opanga RAIN platform on bare-metal and virtualized customer systems using standard deployment tools and scripts.
  • Deep-Dive Troubleshooting:
    Serve as the technical escalation point.
    Directly diagnose and resolve
    complex, network, application, and system issues using packet analysis, log analysis, and system tools.
  • Network Integration & Taps:
    Configure and validate
    network interfaces, routes, firewalls, and monitoring taps to ensure seamless and high-performance integration into customer IP and mobile core networks.
  • Performance Tuning & Optimization:
    Proactively monitor, benchmark, and fine-tune
    Linux OS and application parameters to ensure RAIN meets stringent carrier-grade performance SLAs.
  • Operational Readiness & PoCs:
    Lead the technical execution
    of trials, pilots, and Proofs of Concept (PoCs), involving hands-on configuration changes and real-time performance validation in collaboration with customer NOC/engineering teams.
  • Automation & Scripting:
    Demonstrate curiosity and proactivity
    by developing, testing, and deploying scripts (Bash, Python) and procedures to automate repetitive operational tasks and improve overall deployment efficiency.
  • Documentation & Knowledge Transfer:
    Maintain rigorous operational run-books, detailed configuration records, and system-level diagrams to ensure knowledge continuity for both internal and customer support teams.
  • Feedback to R&D:
    Translate hands-on operational challenges
    and customer feedback directly into actionable technical requirements for the R&D and Product Management teams.

Qualifications (The Technical Toolkit)

  • Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent extensive hands-on practical experience).
  • 7–10 years of demonstrable, operational experience in field engineering, network engineering, or systems administration within a Tier 1 Telco or Carrier environment.
  • Expert-level, command-line mastery of Linux system administration (e.g., RHEL/CentOS, Ubuntu): Proficient in networking utilities, storage management, security hardening, and troubleshooting using native system tools.
  • Rock-solid background in IP networking: Deep practical understanding and troubleshooting capability with network protocols (e.g., BGP, OSPF, TCP/IP, MPLS, VPNs) and network architecture design.
  • Proven ability to independently manage and resolve high-priority, complex technical outages and performance degradation issues in production systems.
  • Experience in a highly autonomous role where self-directed prioritization and issue resolution were mandatory.

Preferred Skills (Advanced Operational Capabilities)

  • Direct experience with 4G/LTE/5G Mobile Core networks and associated protocols/interfaces (S1-MME, S1-U, S11, N1/2/3/4, etc).
  • Demonstrated capability in scripting and automation technologies (e.g., Python, Ansible, Bash).
  • Experience with virtualization (KVM, VMware) and containerization technologies (Docker, Kubernetes).
  • Familiarity with performance monitoring and visualization tools (e.g., Prometheus, Grafana, ELK stack).