Senior Technical Support Engineer at Axyom.Core: 100% Remote (MA, TX, NJ, NH)

Senior Technical Support Engineer

Remote, Massachusetts, United States

Remote, Texas, United States

Remote, New Jersey, United States

Remote, New Hampshire, United States

Full time

JR107118

Job Summary

The Senior Technical Support Engineer is responsible for providing advanced technical assistance and troubleshooting for customers, ensuring timely resolution of complex issues and maintaining high levels of customer satisfaction. This role involves diagnosing intricate problems, implementing solutions, and collaborating with internal teams to deliver exceptional support.

Key Responsibilities

  • Respond to and resolve customer support tickets across multiple products and platforms.
  • Diagnose and troubleshoot software, hardware, and network issues.
  • Implement workarounds and permanent fixes for customer-impacting problems.
  • Collaborate with development teams to escalate and resolve critical bugs.
  • Maintain accurate documentation of issues, resolutions, and processes.
  • Develop Method of Procedure (MOP) documents for standard support activities.
  • Ensure compliance with service-level agreements (SLAs) and internal quality standards.
  • After-hours and weekend on-call availability on a rotating basis.
  • Occasional night or weekend work required for scheduled maintenance windows.

Required Skills & Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • 5+ years of experience in Support, QA, Systems Engineering, or another similar role.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills for effective customer interaction.
  • Ability to work under pressure and manage multiple priorities.
  • Capable of working with minimal supervision.
  • User-level knowledge of Linux.
  • Competent in analyzing packet captures with Wireshark

Preferred Qualifications

  • Expertise in mobile network technologies including 4G/LTE, and 5G core components (UPF/SMF).
  • Knowledge of cloud platforms and virtualization technologies.
  • Kubernetes and Red Hat OpenShift (OCP) expertise.
  • Knowledge of 4G and 5G Small Cells.
  • Familiarity with Fixed Wireless Access (FWA) technologies and implementations.
  • Basic understanding of databases (MariaDB, MySQL).
  • Shell scripting basics.
  • Acquainted with Grafana, Elasticsearch, and Kibana.
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...