4LS Support Specialist

We are looking for a highly experienced L4 Support Specialists with 8+ years of experience supporting cloud-native applications, distributed systems, and large-scale production environments. The role involves diagnosing and resolving complex production issues, leading recovery activities, performing deep root cause analysis, and driving corrective and preventive actions to ensure platform reliability and operational excellence. The ideal candidate should possess strong troubleshooting expertise in OAM/FCAPS, Kubernetes, containers, microservices, Linux, networking, and observability technologies, with proven ability to troubleshoot issues across application, platform, infrastructure, and network layers using logs, metrics, and traces. Exposure to 4G/5G Core Networks is highly desirable. As the highest technical escalation point, the engineer will collaborate with Engineering, L2/L3 Support teams, and customers to resolve critical issues, reduce repeat incidents, and improve platform stability. The role requires participation in a 24x7 rotational shift model supporting global customer deployments and critical escalations.

• Provide advanced technical support for cloud-native applications and distributed systems, ensuring high availability, reliability, and operational excellence across production environments.
• Troubleshoot and resolve complex production incidents, perform service recovery actions, and leverage AI-assisted troubleshooting and analytics tools to accelerate problem diagnosis, impact assessment, and resolution.
• Support root cause analysis (RCA) activities for critical incidents and recurring issues, contributing to corrective and preventive actions that improve platform stability and service quality.
• Leverage strong OAM/FCAPS expertise to monitor, analyze, and address faults, performance degradations, configuration issues, and service-impacting events across customer deployments.
• Act as a technical escalation point for support teams, collaborating with Engineering, customers, and cross-functional stakeholders to drive timely issue resolution. Contribute to continuous improvements in monitoring, troubleshooting methodologies, automation, knowledge management, and operational processes.
• Participate in a 24x7 rotational shift model, providing round-the-clock support for global customer deployments, critical incidents, and high-priority escalations. In the extended role as a Scrum Master of a Safe agile team, you'll help the team to plan and execute in delivering the team's objectives as per the commitments.

Must have:

• Engineering Degree, Bachelors' / Masters' with 8+ years of experience in troubleshooting and supporting cloud-native applications built on Kubernetes, OpenShift, Containers, Microservices, and Distributed System architectures in production environments.
• Hands-on experience in OAM/FCAPS operations, incident management, service recovery, problem management, and root cause analysis for large-scale telecom or mission-critical platforms.
• Deep knowledge of Observability and Monitoring technologies, including OpenTelemetry, OTLP, PromQL/VMQL, logs, metrics, traces, dashboards, and telemetry-driven troubleshooting.
• Understanding of Linux, Networking, APIs, SNMP, and platform infrastructure, with the ability to diagnose issues across application, platform, infrastructure, and network layers.
• Experience supporting high-scale data ingestion and analytics platforms leveraging technologies such as Kafka, ClickHouse, VictoriaMetrics, and MariaDB.
• Experience with automation, scripting, CI/CD, and AI-assisted operational tools to improve incident detection, troubleshooting efficiency, and operational excellence. Proven ability to serve as the highest technical escalation point, driving customer-critical issue resolution while collaborating effectively with Engineering, Operations, Support teams, and customers in a 24x7 global support environment.

Goot to have: 

• Good understanding of 4G/5G Core Networks, Network Functions, and 3GPP standards, with the ability to analyze fault, performance, configuration, and operational issues impacting customer services.
• Candidates with prior Scrum Master experience are preferred.