About the Role
The Customer Service Engineer will play a key role in executing major system activations, providing technical expertise during deployment phases, and ensuring reliable service delivery for enterprise clients. This position requires strong problem-solving abilities and coordination across teams during critical operational windows.
Responsibilities
- Diagnose and resolve technical issues during major system activations
- Collaborate with cross-functional teams to ensure deployment success
- Provide real-time support during critical go-live events
- Document technical processes and escalation paths
- Monitor system performance during activation windows
- Respond to incident alerts and initiate corrective actions
- Coordinate with internal stakeholders to align on timelines
- Validate configuration settings prior to system cutover
- Assist in developing runbooks for recurring activation tasks
- Track and report on service metrics and resolution times
- Escalate complex technical problems to appropriate teams
- Maintain accurate records of all activation activities
- Ensure compliance with security and operational policies
- Support testing efforts before production deployment
- Troubleshoot integration issues between subsystems
- Communicate status updates to project leads
- Follow change management protocols during deployments
- Assist in post-activation reviews and lessons learned
- Respond to after-hours activation needs as scheduled
- Maintain familiarity with product architecture and updates
- Provide feedback to development teams on field issues
- Train support staff on new activation procedures
- Ensure customer environments meet technical prerequisites
- Verify data integrity during system transitions
- Adhere to service level agreements during support events
Nice to Have
- Certification in cloud platforms such as AWS, Azure, or GCP
- Prior experience in major system cutover events
- Familiarity with containerization technologies
- Experience with configuration management tools
- Knowledge of monitoring and observability platforms
- Background in telecommunications or enterprise IT
- Exposure to DevOps practices and pipelines
- Understanding of high availability architectures
- Experience supporting 24/7 operational environments
- Training in project management methodologies
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexible scheduling options
Team
Part of a specialized engineering unit focused on enterprise system integration and support
On-Call Expectations
Engineers are required to participate in a rotating on-call schedule to support after-hours activations and emergency incidents. Response time standards are strictly enforced, and all on-call personnel must remain accessible during their assigned shifts.
Professional Development
Opportunities for technical certifications, conference attendance, and internal training programs are available to support ongoing skill development and career growth within the organization.
Available for qualified candidates
