Senior Support Engineer – Cloud Network

Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software-based automated network that runs on any cloud. As the industry's only end-to-end, cloud-native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers.

Role Summary

Provide expert-level support for cloud-based telecom infrastructure, including services hosted on private cloud environments. Work closely with DevOps, development, and network engineering teams to implement and maintain cloud-native services, CI/CD pipelines, and automated deployment frameworks. Collaborate on cloud architecture design, system performance optimization, and scalability to support telecom applications and services. Oversee design of network, IP planning, end-to-end delivery process, application installation, and configuration of Mavenir products in a Cloud or Virtualization environment. Act as a subject matter expert in providing guidance and best practices in IMS and Cloud architecture, delivery, and solutions. Create documentation such as Method of procedures (MOPs), technical / solutions documents, Low-Level Design and High-Level Design documents. Work with various team in implementing new cloud product launches as per the product roadmap strategy. Coordinate product delivery, bug fixes, and change requests across the various teams (internal & external). Ensure that IMS systems comply with security best practices and telecom industry regulations (e.g., GSMA, 3GPP). Ensure critical incidents are handled with urgency, mitigating any negative impact on service delivery. Manage incident escalations, ensuring swift resolution and clear communication with stakeholders. Perform capacity planning and resource scaling to ensure the optimal performance of cloud environments. Develop and maintain automation scripts to streamline deployment, monitoring, and maintenance tasks. Provide regular reports on health, performance, and support activities to senior management. Conduct root cause analysis and identify preventative measures for recurring incidents.

Key Responsibilities

Provide expert-level support for cloud-based telecom infrastructure, including services hosted on private cloud environments. Work closely with DevOps, development, and network engineering teams to implement and maintain cloud-native services, CI/CD pipelines, and automated deployment frameworks. Collaborate on cloud architecture design, system performance optimization, and scalability to support telecom applications and services. Oversee design of network, IP planning, end-to-end delivery process, application installation, and configuration of Mavenir products in a Cloud or Virtualization environment. Act as a subject matter expert in providing guidance and best practices in IMS and Cloud architecture, delivery, and solutions. Create documentation such as Method of procedures (MOPs), technical / solutions documents, Low-Level Design and High-Level Design documents. Work with various team in implementing new cloud product launches as per the product roadmap strategy. Coordinate product delivery, bug fixes, and change requests across the various teams (internal & external). Ensure that IMS systems comply with security best practices and telecom industry regulations (e.g., GSMA, 3GPP). Ensure critical incidents are handled with urgency, mitigating any negative impact on service delivery. Manage incident escalations, ensuring swift resolution and clear communication with stakeholders. Perform capacity planning and resource scaling to ensure the optimal performance of cloud environments. Develop and maintain automation scripts to streamline deployment, monitoring, and maintenance tasks. Provide regular reports on health, performance, and support activities to senior management. Conduct root cause analysis and identify preventative measures for recurring incidents.

Job Requirements

Requires a Bachelor’s degree (or foreign equivalent) in Electrical Engineering, Computer Engineering, Information Technology, Computer Science, Software Engineering, Telecommunications, or a directly related field plus four (4) years of experience in the telecommunication industry. Experience must include:

Four (4) years of experience in each of the following (experience may be gained concurrently):

• Troubleshooting and debugging call flow of VoLTE/Messaging/RCS/IMS Network with tools and technologies including: Network protocol - VoIP, SIP, TCP/IP, UDP, Diameter, SDP, RTP, MSRP, LIMS/CALEA, IPSEC, SSL/TLS, DNS; Databases - MySQL, CouchDB, MariaDB; and OS - Linux (RedHat, CentOS)
• Analyzing and debug