Care Engineer

In this role you will provide Tier 2/3 technical support for packet core network solutions, ensuring prompt resolution of customer issues. Diagnose and resolve network faults, performance issues, and service disruptions. Manage escalations from customers, partners, and internal teams. Collaborate with engineering teams to resolve complex issues effectively. Monitor packet core network performance and proactively address potential issues. Perform routine maintenance, software upgrades, and patch deployments. Serve as a primary technical point of contact for customer support requests. Communicate effectively with customers, providing clear guidance and updates. Maintain detailed records of issues, resolutions, and troubleshooting steps.

You have:

• 10+ years of relevant professional experience and/or a graduate or higher-level degree.
• Proven experience as a Care Expert / Subject Matter Expert in Packet Core Technical Support.
• Experience with troubleshooting tools, trace and log file analysis, and measurement tools; solid understanding of cloud and container infrastructure.
• Knowledge of end-to-end call flows across 2G, 3G, 4G, and 5G, in accordance with 3GPP standards.
• Fault identification, correction, and reporting capabilities on relevant subsystems and equipment.
• Willingness to provide 24/7 emergency support as required.

It would be nice if you also had:

• Flexibility to work across multiple time zones.
• Excellent logical and analytical skills.
• Linux or Cloud certification.
• Plan and execute complex technical tasks requiring specialist skills within the Packet Core domain, working independently to resolve customer request cases in line with defined processes.
• Act as a Subject Matter Expert (SME) for Packet Core technologies, providing expert-level technical guidance, problem resolution, and knowledge sharing across teams.
• Identify, analyze, and resolve technical issues; ensure accurate reporting and documentation.
• Support operational areas by participating in emergency and 24/7 duty on a rotational basis (limited number of days per month).
• Provide Care Expert Technical Support – Packet Core.
• Support customer regions including APAC & India, MEA & Europe, and NAM.
• Perform advanced troubleshooting using trace and log file analysis tools and measurement equipment (e.g., PACO); demonstrate strong knowledge of cloud and container-based infrastructure.