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Job Description: • Educate our clients on technical solutions, enhancing their understanding and application • Consult on a diverse range of 2nd level customer tickets, collaborating with various product teams for resolution • Lead the escalation process of customer tickets, providing regular updates to management • Liaise between 1NCE, our suppliers, and customers to coordinate effective solutions • Ensure resolutions meet customer satisfaction, including coordinating escalations with suppliers when necessary • Contribute to our product's success by ensuring customers fully comprehend and can integrate our product into their environments • Assist the pre-sales team during customer appointments by tailoring our products to specific customer needs • Demonstrate a passion for technology, confidently simulating customer setups from IoT devices to server applications Requirements: • Knowledge of mobile network architecture, particularly core networks and network protocols • Understanding of IoT devices and skill in analyzing network traces (e.g., using Wireshark) • Experience in managing IoT devices/modems (e.g., using Raspberry Pi or Arduino) • Proficient in troubleshooting network issues, interpreting network traces, and resolving potential issues • Solid understanding of network protocols (TCP/UDP, MQTT, HTTP, GTP, MAP) • Experience in programming languages for script creation (e.g., C++) • Competence with BSS applications, APIs, and web interfaces • Work experience in cloud environments, such as AWS • Familiarity with incident and problem management (e.g., ITIL standards) • Experience with Atlassian products like Jira and Confluence is preferred • Experience with Cloud Solutions is a plus Benefits: • Short decision-making paths and creative freedom • Work environment defined by respect, close and informal communications • Plenty of space for new ideas and strategies • Flexible working models to accommodate work-life balance • Work around the globe program • Nilo.Health platform for your well-being • 26 days of paid annual leave • Global and local events to strengthen team spirit Apply tot his job