CSG is seeking a Technical Support Analyst II/Sr to provide Level 2 support to customers, resolving technical issues in live production environments. The role involves ticket and queue management, liaising with higher-level support teams, and driving process improvement to meet SLAs. Candidates must be available for shift work and on-call 24/7 support, with occasional work on weekends or holidays. The position requires 4-8 years of experience in the software industry, mandatory SingleView expertise, and strong technical skills in UNIX, Shell Scripting, and Oracle. Excellent communication and problem-solving abilities are essential.

Must Have

• Provide Level 2 support to customers
• Resolve technical issues in live production environments
• Experience in ticket and queue management
• Liaise with Level 2, Level 3, and Level 4 teams for issue resolution
• Drive process improvement to meet SLAs
• Available for shift work (early mornings, late evenings, nights) and on-call 24/7 support
• 4–8 years of work experience in the software industry
• Mandatory: SingleView expertise
• Experience with network management and troubleshooting tools
• Good understanding of complex software system architecture and operations
• Knowledge of Microsoft Office and Oracle
• Understanding of SDLC and PMLC principles
• Proficiency in UNIX and Shell Scripting
• Understanding of BI and data warehousing principles
• Strong written and verbal communication skills in English
• Ability to grasp new concepts quickly
• Ability to drive issues to resolution with minimal supervision

Good to Have

• Experience in the telecommunications industry
• Familiarity with international telecommunications regulations and customer agreements
• Basic knowledge of the telecommunication environment and customer service procedures
• ITIL accreditation

Technical Support Analyst II/Sr

Hi, We are excited to learn more about you and your unique background. We are excited to learn more about you and your unique background.

At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary. This is your opportunity to join one of our high-performing teams. Channel the power of YOU and begin the journey to becoming a CSGer.

We are looking for a Technical Support Analyst who will:

Support & Operations

• Provides Level 2 support to customers, resolving technical issues in live production environments.
• Experience in ticket and queue management
• Liaises with Level 2 (Operation support), Level 3 (PS), and Level 4 (R&D) teams for issue resolution.
• Drives process improvement to meet SLAs and service expectations.

Work Conditions

• Available for shift work (early mornings, late evenings, nights) and on-call 24/7 support.
• Standby support and occasional work on weeknights, weekends, or public holidays.
• Ad-hoc travel to customer sites may be required.

Is this opportunity right for you? We are looking for candidates who:

Industry Experience

• 4–8 years of work experience in the software industry or related fields.
• Experience in the telecommunications industry is preferred.

Domain Expertise

• Mandatory: SingleView
• Familiarity with international telecommunications regulations and customer agreements.
• Basic knowledge of the telecommunication environment and customer service procedures.

Technical Skills

• Experience with network management and troubleshooting tools.
• Good understanding of complex software system architecture and operations.
• Knowledge of Microsoft Office and 3rd Party Software (e.g. Oracle).
• Principles of SDLC and PMLC.
• UNIX and Shell Scripting
• Understanding of BI and data warehousing principles.

Soft Skills

• Strong written and verbal communication skills in English.
• Able to grasp new concepts quickly and drive issues to resolution with minimal supervision.
• Works well under pressure and within team environments.
• Demonstrates CSG values with a proactive, can-do attitude.

Education & Certification

• Technical Graduation in Information Technology, Computer Science, or Engineering.
• ITIL accreditation is an advantage

Our Guiding Principles

Impact

Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our Locations representing the most authentic version of ourselves to build a better future together. That's just who we are Learn More about CSG Inclusion & Impact Report

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.

CSG is an Affirmative Action, Equal Opportunity / Veteran / Disabled / Female / Minority / Sexual Orientation / Gender Identity Employer. CSG does not discriminate on the basis of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law, are not taken into account in any employment decision.

CSG will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

For the EEO it's the Law posting, click HERE .