Technical Support Architect

Hi, I'm Rita Dias, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

CSG is excited to announce that we are expanding our teams in Portugal to provide support to our Managed Services Clients. These teams are responsible for delivering support and operations services to our customers’ BSS solutions for CSG’s Digital Partner Management product. An exciting opportunity currently exists for a Technical Support Architect to join our growing Support & Operations team.

What you will be doing: 

• Fully understand the CSG solution delivered at the customer and to be able to use this knowledge to direct trouble shooting, drive business discussions and identify Change.

• Interacts with customer to direct Change, including gathering information required by CSG to drive Change Requests.

• Provides Level 3 & 4 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.

• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.

• Ensures CSG Support Tool is updated with the latest ticket details at all times.

• Supports customers per the details contained in the customer Managed Services/maintenance and support contracts.

• Oversees product installations according to internal procedures.

• Ensures adherence to defined processes and procedures.

• Ensures knowledge is maintained and industry trends are tracked.

• Escalates opportunities and/or issues according to established procedure.

• Consults with customer on application and system sizing, performance requirements, application installation and deployment.

• Accountable for release promotions (including core upgrades) from development through to UAT, where applicable.

• Works in different business times and on-call 24hs / 7 days.

You should have: 

• TOGAF Certification is a must.

• Degree or Master’s in Information Technology; Computer Science, Engineering, Telecommunication or equivalent.

• 15-20 years of work experience in the software industry or related fields

• Knowledge of telecom networks GSM/ CDMA, billing solutions, rating and charging systems, CRM, Retail Billing - Pre-paid and Post-paid billing, Interconnect Billing. Roaming business and their terminology used in this business for example: TAP/RAP file, TADIG, IOT Rates. AA14 rates, NRTRADE files, clearing house concept (DCH).

• Knowledge and use of modern software development such as Agile Scrum.

• Experience in documenting support plans, support strategy, support cases.

• Experience using the bug tracking system.

• Expertise in analysis and troubleshooting of software systems.

• Experience/Knowledge in telecom OSS/BSS domain.

• Excellent communications skills – both verbal and written.  Able to communicate and influence at all levels effectively.

• Good programming ability in any Programming language (C++, C#, Java).

• Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl.

• Experience in any SQL/No-SQL/Oracle database.

• Working knowledge on the Unix and various application configuration and production support

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.

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid

• Employee Belonging Groups

• Healthcare: Dental, Medical, and Vision

• Paid Vacation, Volunteer, and Holiday Time Off

• And so much more!

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 here

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