Software Support Engineer

Scalea is seeking a Software Support Engineer to join a telecom operator project. The role focuses on monitoring, analyzing tickets and service interruptions, and resolving incidents while minimizing business impact through timely workarounds and proactive measures.

• Monitor systems and perform ticket and service interruption analyses
• Troubleshoot and resolve application issues, implementing workarounds and proactive measures
• Participate in on-call rotations and provide timely incident response and resolution
• Analyze and fix order fallouts from various applications
• Journalize manual billing requests and process payments
• Ensure timely resolution or escalation within agreed SLA
• Create positive customer support experience and build strong relationships through effective communication
• Customize miscellaneous activities as needed

• 3+ years of experience in software support or related field
• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience)
• Proficiency in REST API and scripting languages (Shell, Python, Bash)
• Familiarity with Docker and Kubernetes
• Experience working with microservices
• Experience with monitoring and logging tools (Prometheus, ELK Stack, Grafana)
• Practical experience with NoSQL databases (Couchbase, HBase)
• Hands-on expertise in PostgreSQL and Unix/Linux scripting
• Strong problem-solving skills and ability to work in fast-paced environments
• Proficiency in English communication, both written and verbal
• Ability to see end-to-end picture and understand customer impact

• Willing to work in shifts and weekend support model
• On-call rotation participation required
• Fast-paced work environment