About us

• The client builds software-only network observability and subscriber-experience solutions for communications operators.
• The team focuses on customer-driven innovation, practical AI/ML-enabled insights, and reliable production systems.

Role

• As a Value Added Services Engineer, you will support key customer accounts by monitoring, testing, troubleshooting, and resolving protocol and application traffic issues in high-availability production environments.
• You will use strong investigative skills, attention to detail, and customer communication to identify issues, coordinate escalations, and support resolution through completion.

Key responsibilities

• Monitor and test critical applications, system health, logs, and alarms with urgency.
• Analyze and troubleshoot critical application traffic using tools such as Wireshark, tcpdump, MRTG, PRTG, SNMP polling, and traffic analyzers.
• Identify and characterize grey-listed critical applications and protocol traffic.
• Design and develop approaches for monitoring and identifying critical applications and protocols.
• Lead technical analysis and cross-functional discussions to resolve issues and implement preventative measures.
• Provide technical education, knowledge transfer, and clear status updates to customers.
• Act as a liaison between customer operations, support, account management, and engineering teams.
• Assist with escalation coordination and technical leadership on complex support cases.

Qualifications

• 5+ years of experience in a technical role such as network engineering, systems engineering, support engineering, or similar.
• Strong knowledge of Unix-based operating systems such as Linux or FreeBSD.
• Programming or scripting experience with languages such as Java, C/C++, Python, or Perl.
• Expert-level packet analysis experience with Wireshark, tcpdump, tcpreplay, or similar tools.
• Strong IP networking background and understanding of application traffic concepts such as P2P, VoIP, WAP, MMS, and RTSP.
• Knowledge of VoIP, IPTV, video streaming protocols, and end-to-end call flows including DHCP, RADIUS, DIAMETER, GRE, SIP, RTP, MGCP, H.323, and RTCP.
• Quality Assurance testing experience.
• Bachelor's degree in Computer Science, Engineering, or a related STEM field.

Desired qualifications

• Experience installing, configuring, or operating network equipment such as Cisco or Juniper.
• Web technology experience with JavaScript, HTML5, or HTTP.
• Knowledge of virtualization technologies such as VMware, KVM, or OpenStack.
• Understanding of NFV, MANO, ONAMP, billing, charging, or policy systems such as OCS, PCRF, or PCEF.
• Experience with Scrum, ITIL, SQL, PostgreSQL, telecom, ISP, cable internet, LTE, GPRS, CDMA, GSM, or UMTS environments.
• Chinese or Mandarin language proficiency is a plus.

Work environment

• Hybrid-first, global work environment with flexible working hours.
• Occasional extended hours, split shifts, travel, and on-call support may be required during critical incidents.
• Fast-paced, collaborative team environment with career development and advancement opportunities.