Customer Support Engineer

MentorMate creates durable technical solutions that deliver digital transformation at scale by blending strategic insights and thoughtful design with brilliant engineering. MentorMate has completed over 1,500 projects and has global technological hubs in Europe and North and South America. With mature and established practices in enterprise web and mobile development, quality engineering, technical architecture, human-centered design, cloud, DevOps, data, and analytics, we provide contract-based career opportunities, competitive pay, and flexibility. MentorMate Paraguay was established in 2023 after the acquisition of Software Natura and is the Latin American headquarters of our global digital transformation consultancy efforts.

As part of global technology company Tietoevry Create, MentorMate enables people to work on impactful, global projects for recognizable brands and grow their careers in a team of over 10,000 experts.

Together with our sister company Infopulse, also part of Tietoevry Create, we are expanding our presence in Latin America and will be looking for experts in the telecom industry in Argentina. This collaboration aims to leverage our combined expertise to deliver exceptional digital transformation solutions in the telecommunications sector.

About the role

We are looking to hire a Customer Support Engineer who will be responsible for monitoring network performance, both transmission and IP, as well as the underlying infrastructure. You will act on alarms and troubleshoot issues, including incidents reported by customers. Collaborating with third-party providers, you will perform in-depth troubleshooting and coordinate joint efforts to resolve incidents. Additionally, you will coordinate planned maintenance, suggest best practice changes, and contribute to the organization's knowledge database, ensuring optimal network performance and continuous improvement.

Responsibilities

• Monitor customer services per platform and act both on alarm-generated, as well as customer-initiated incidents, and conduct trouble-shooting
• Interact with third party providers (hardware, network, FLM) in the course of trouble-shooting
• Own and coordinate efforts for your incident by perform in-depth level of analysis and troubleshooting, including joint trouble-shooting with vendor or customer
• Coordinate ongoing planned maintenance
• Follow and suggest changes for best practices, contribute to knowledge database

Requirements

• Solid foundation and expertise in operational knowledge on current platforms IP (Cisco, Arista, Juniper), Mobile Data and Transmission (fiber and xWDM) (Infinera, Ciena)
• Strong technical knowhow and skills in terms of trouble shooting (e.g. TCP/IP, MPLS, BGP, QoS, DWDM)
• Experience working in international telecom environment (NOC, Technical Support)
• Demonstrated ability to take on operational leadership, making immediate decisions and executing them effectively
• Strong analytical capabilities and a drive to transform information into fact-based knowledge
• Exceptional teamwork skills with a strong sense of responsibility, actively contributing to the success of the team
• Excellent communication skills to effectively convey information and collaborate with various stakeholders
• Fluent professional English and Spanish

Why take this opportunity

• Remote Work Model: Freedom to work remotely with a globally-minded team
• Global Tech Community: Work in an experienced team using the latest technologies
• Exciting Career Prospects: Meaningful projects for recognizable brands
• Competitive Pay: Feel satisfied with the negotiated terms
• No Intermediaries: Direct communication with our teams

MentorMate is a place of constant energy and personality. On the clock, we’re technology experts and leaders that bring passion and knowledge to every project. Off the clock, we’re an eclectic bunch of foodies, music buffs, artists, sports fanatics, karaoke pros, and outdoor enthusiasts.

Global leaders in digital consulting, design, and engineering services, MentorMate and Tietoevry Create are equal-opportunity employers. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.