A part of global technology organization Tietoevry, MentorMate creates durable technical solutions that deliver digital transformation at scale by blending strategic insights and thoughtful design with brilliant engineering. With mature and established practices in enterprise web and mobile development, quality engineering, technical architecture, human-centered design, cloud, DevOps, data, and analytics, the company provides its people with the opportunity to work on impactful, global projects for recognizable brands. We value every team member and share our success through flexible working models, competitive pay and benefits, and advancement opportunities in a team of thousands of experts located around the globe.  

Together with our sister company Infopulse, also part of Tietoevry, we are expanding our team in Bulgaria and are looking for skilled technology experts. This collaboration leverages our combined technical expertise to deliver exceptional digital transformation solutions across diverse industries.

About the Role 

Packet Core Support Engineer will play a key architectural  role to our IoT Service customers and suppliers. You will also have the opportunity to cooperate together with them and our diverse cross-functional team to ensure a high quality of our product and a satisfactory experience for our customers. You will cooperate directly with Platform and Infrastructure teams to investigate and resolve issues reported by our customers, to properly assess and agree on actions to be taken for necessary fixes and continuous improvements in our products and deployments.

Responsibilities

• Handle technically customer issues via Customer Care ticketing system
• Work on projects to deliver a world-class IoT connectivity platform
• Translate customer’s needs into implementation proposals to improve customer experience
• Provide support for a variety of scenarios of service troubleshooting and special configurations, providing technical support and handling service outages
• Handle customer escalations and emergency response with detailed post-mortem while addressing issues systematically to prevent future occurrences
• Be ready to participate in debriefing and troubleshooting calls with customers
• Monitor alerts/alarms raised by monitoring tools, do the initial diagnosis and create tickets
• Create automation for deployments, testing and previously manual tasks
• Develop and maintain performance monitoring systems for infrastructure and operations to ensure all service integrations are highly available
• Provide 24x7 on-call support via on call rotation schedule (outside of working hours and including weekends) – 1 week per month
• Proactively and independently analyse information to identify specific trends

While some benefits may vary by employment status and location, in general, we offer 

• Professional Growth: Clear career path, vertical and horizontal advancement opportunities  
• Regular Salary Raises: Following the curve of your career path and performance 
• Work Where You Want: Choose to work remotely, in-office, or a combination of the two 
• Upskilling: Various trainings, knowledge sharing events, personal learning budget 
• Incentive Programs: Rewards for referring employees, sharing knowledge, and more 
• Additional Insurance: Attractive health and dental insurance packages  
• Extra Days Off: The longer you work with us, the more paid leave you get 
• Transport & Leisure: Partial coverage of transport costs, sports passes, takeaway food 
• Save for the Future: Set a retirement plan or start an investment program  
• Teambuilding: Enjoy team gatherings and communities of interest 
• Giving to Others: Take part in various charity and volunteer activities 
• Mental Wellness: Support with a counseling package if needed

Find more information and apply here.