Senior OSS Support Engineer

About the Role

Comarch is seeking an experienced and proactive Senior OSS Support Engineer to join its technical operations team in Dammam, Eastern region. This full-time role involves providing advanced (L2) technical support to clients, primarily major telecom and network operators. The engineer will be responsible for analyzing and resolving complex software issues, managing application deployments in modern cloud environments, and ensuring strict adherence to Service Level Agreements (SLAs).

Role Context and Team Leadership

In addition to technical support, this position plays a pivotal role in leading and coordinating work, tasks, and shifts within a dedicated local technical team. The Senior OSS Support Engineer will act as a bridge between support operations and the Research & Development (R&D) and Delivery departments, facilitating communication and issue escalation.

Key Responsibilities

• Provide high-quality L2 technical support, investigating and resolving software errors reported by technical staff of operators.
• Manage bugs from test environments, including occasional retests of bugfixes.
• Handle incoming tickets, monitor their status, and ensure compliance with strict Service Level Agreements (SLAs).
• React to events and alerts detected by monitoring systems to prevent service disruptions.
• Oversee application and data management, including the installation of full software releases, single patches, and hotfixes.
• Manage and coordinate tasks, shift schedules, and daily work distribution within the local technical support group.
• Maintain close cooperation with Production, Research & Development (R&D), and Delivery departments to escalate issues and improve product quality.
• Create, maintain, and update comprehensive technical documentation describing problem-solving processes and standard operating procedures (SOPs).

Required Experience

• Candidates should possess 5-10 years of relevant experience in OSS support or a similar technical role.

Benefits

• Support during planned maintenance windows, upgrades, and major releases.
• Competitive salary and stable employment with a company having over 30 years of market presence.
• Opportunities for professional growth and access to a global knowledge base.
• Join an international leader in digital transformation.

Application Process

Interested candidates are encouraged to apply to join Comarch in this Senior OSS Support Engineer role.