Support Engineer-BSS

Join us as a Support Engineer (Backend Operations) to drive the 5G modernization of the telecom industry. In this role, you will ensure the stability and evolution of our Cloud-native BSS/OSS solutions, enabling smarter and future-proof digital services. You will focus on backend system reliability, infrastructure modernization, and cross-functional collaboration with Core Network teams to support mission-critical telecom ecosystems.

Responsibilities

Customer Support: Provide first-line support for BSS services in 4G, 5G environments; triage incidents, analyze logs, reproduce issues, and drive timely resolution; Incident & Problem Management: Perform root cause analysis for real-time transaction flow issues; be able to escalate issues to T2/T3 and lead investigations; Customer Excellence: Act as the technical point of contact during incidents and service reviews; document RCA, preventive actions, and improvement plans; Change & Release Support: Validate patches, configuration changes, and upgrades in lab and live environments; execute regression tests; support controlled rollouts and post-change monitoring; Stakeholder Coordination: Collaborate with Radio/Core teams and vendors to unblock production incidents; provide clear updates, workarounds, and corrective actions to customers; Service Reliability: Implement and tune monitoring/alerts, capacity checks, and health dashboards; contribute to automation for routine checks, log collection, and recovery steps.

Requirements

Bachelor's in IT, Computer Science, or related engineering field; Background in IT or Telecom operations; interest in cloud networks and 5G infrastructure within production support contexts; Proficiency in Linux administration and shell scripting for automation and log analysis; Familiar with SQL/database concepts; able to query/diagnose high-concurrency transaction behaviors; Working knowledge of Networking (TCP/IP) and Cloud/Container platforms (Docker/K8s) from an operations perspective; Solid troubleshooting methodology, incident prioritization, and RCA documentation; comfort with on-call emergency rotation and night shifts; Strong communication in English and Mandarin, proactive team player, customer-focused, and committed to quality and reliability.

Nice to have

BSS domain exposure; Online Charging (OCS/CHF); prepaid services; postpaid CDR processing/mediation; familiarity with charging/billing flows and revenue assurance