Senior Technical Support Engineer

MATRIXX Software

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/22/2021
  • Website: matrixx.com
  • Company Address: 779 E. Evelyn Ave Suite E, Mountain View, CA, 94041

About MATRIXX Software

Headquartered in Silicon Valley with offices throughout the world, MATRIXX Software provides next-generation, cloud native digital commerce solutions that transform how companies do business. Serving many of the world’s largest communications companies, IoT players and emerging digital service providers, MATRIXX is committed to delivering a modern commerce platform that easily scales to support global marketplaces and consumption-based services. Through its relentless commitment to product excellence and customer success, MATRIXX empowers businesses to reinvent themselves and succeed as digital leaders.

Job Description

Who We Are:

We are the global leader in 5G monetization with a customer base of the world’s largest operator groups, regional carriers, and emerging digital service providers. Our industry-leading technology team delivers a network-grade converged charging system (CCS). Powered by our relentless commitment to product excellence and customer success, we make it possible for businesses to harness network assets and business agility to succeed at web scale.


SENIOR TECHNICAL SUPPORT ENGINEER - Remote US/Canada    

Reporting to the Regional Support Manager, this role will support all aspects of MATRIXX Software's Applications with Tier 1 Telco customers globally. This requires extensive and proactive collaboration with internal and external stakeholders throughout the customer and partner life cycle. This position is ideal for a candidate looking for a fast-paced, dynamic work environment with the personal connection and flexibility of working for a start-up company head-quartered in Silicon Valley. 

You Will Do:

  • Work collaboratively with MATRIXX’s Engineering and Professional Services teams with the goal of becoming a MATRIXX software certified product expert
  • Provide remote support under stringent SLA to MATRIXX customers and partners in all aspects of the MATRIXX platform
  • Take ownership of complex customer and partner reported issues, and to assist with project delivery in the deployment and operational handover phases
  • Assist in on-site deployment and operational support activities
  • Participate in an out of hours on-call rota
  • Establish and maintain a highly professional and ‘trusted advisor’ position with MATRIXX customers
  • Identify, communicate, and drive improvement initiatives for the processes and tools relating to your role
  • Monitor mobile technology and industry developments to ensure domain knowledge remains current
  • Provide coaching and mentoring to more junior colleagues, as needed.
  • As restrictions lift and conditions are safe, travel internationally to customer sites

You Will Bring:

  • 6-8+  years working in a Support or Services role in the Telco environment
  • Technical expertise and significant experience in one of the following areas:
    • Applications/Systems - Intelligent Networks, Online/Converged Charging, Billing, PCRF
    • Networking protocols - SS7, MAP, INAP, CAP, DIAMETER, 5G, Sy/Gx
    • Operating Systems - Redhat Enterprise Linux
  • Excellent written and verbal communication skills covering both technical and non-technical aspects
  • Thrive on meeting technical challenges with the ability to make timely, sound decisions
  • Self-motivation and the ability to work gracefully under pressure 
  • A bachelor’s degree or equivalent technical qualification

The Extras: 

  • Skills in one or more of the following:
    • Cloud/Virtualisation - VMware, Azure, AWS, Google Cloud Platform, Kubernetes/Docker, Openshift, KVM
    • Programming Concepts - Java, C++
    • Scripting languages - Python, Perl, BASH
    • MongoDB
    • Apache Kafka and Apache ActiveMQ
    • Monitoring Applications, Visualization and Protocols - Prometheus/Grafana/PRTG/SNMP/JMX
    • Web Service Protocols - SOAP, REST

Why MATRIXX? 

  • An industry disruptor building tech that’s leading and shaping the telecommunications industry     
  • Global customers who believe so strongly in us they have invested in our success
  • A cloud native architecture and patented real-time engine leading the way in the 5G revolution 

Why You at MATRIXX?

  • A strongly collaborative culture – enjoy working in a politics-free environment
  • Active employee involvement in shaping our future
  • A global community – making a difference in 20+ countries……

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.