Customer Support
Tamarind Intelligence
Descripción del puesto
Estamos buscando un Support Consultant para supervisar la estabilidad y la mejora continua de una plataforma de telecomunicaciones en un entorno técnico de alta demanda. Actuarás como el nivel más alto de escalada técnica, colaborando con múltiples equipos para resolver incidentes críticos y fortalecer la fiabilidad operativa. Este rol combina experiencia avanzada en telecomunicaciones, liderazgo en operaciones de soporte y un enfoque proactivo hacia la optimización del sistema.
Responsabilidades
- Liderar la resolución de incidentes críticos que afectan a los servicios e infraestructura de telecomunicaciones.
- Analizar problemas técnicos recurrentes para identificar debilidades estructurales y proponer mejoras a largo plazo.
- Colaborar con Product Managers y equipos técnicos para implementar soluciones permanentes en toda la plataforma.
- Actuar como el principal enlace técnico entre usuarios finales, equipos internos y proveedores internacionales de Nivel 1.
- Optimizar los procesos de gestión de incidentes, problemas y conocimiento para mejorar la eficiencia operativa y reducir el MTTR.
- Crear documentación técnica, planos y procedimientos operativos estándar (SOPs), además de mentorizar a los equipos de soporte de primer y segundo nivel.
Requisitos
- Más de 2 años de experiencia en soporte técnico de alto nivel en entornos de telecomunicaciones, como MVNO o Mobile Core.
- Al menos 5 años de experiencia en roles de soporte dentro de empresas tecnológicas.
- Sólidos conocimientos en sistemas BSS/OSS, flujos de aprovisionamiento y ecosistemas de productos de telecomunicaciones.
- Fluidez profesional en español e inglés a nivel C1.
- Experiencia liderando procesos de resolución de incidentes y gestionando relaciones complejas con stakeholders.
- Fuerte enfoque en automatización, mejora operativa y resiliencia del sistema.
Beneficios
- Rango salarial: Hasta 40k.
- Modelo de trabajo híbrido (presencial en Barcelona).
- Ticket restaurante, ayuda al transporte y asistencia para el cuidado de niños.
- Seguro de accidentes y salud.
- Cursos de idiomas, oportunidades de formación, horario flexible y jornada intensiva en verano.
Oferta de empleo publicada 3 días atrás
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