Technical Support Analyst Lead
CSG · India
- Hybrid
- Full-time
- $120,000 / year
- India
Job highlights
- Lead a technical support team and drive operations.
- Handle critical incidents and advanced troubleshooting.
- Provide Level 2 customer support and issue resolution.
- Utilize expertise in billing, rating, and provisioning systems.
- Work flexible hours with on-call responsibilities.
About the role
About the Role
CSG is seeking a Technical Support Analyst Lead to manage a small team, provide guidance and mentorship, and drive daily operational activities. This role is crucial for managing critical incident triage, advanced troubleshooting, and ensuring minimal service impact.
Key Responsibilities
- Manage and mentor a team of technical support analysts.
- Act as the primary point of contact for critical incident triage and advanced troubleshooting.
- Provide Level 2 support, resolving technical issues and error messages for customers in a live production environment.
- Handle customer issues, including troubleshooting and providing feedback.
- Understand end-to-end billing, rating, and provisioning flows, with knowledge of network component integration.
- Utilize CSG Activation (IAT-Interactivate) product knowledge and provisioning/order management systems.
- Support customers according to maintenance and support contracts, maintaining high customer satisfaction.
- Liaise with customers and the Level 4 (R&D) team for support issue follow-ups.
- Analyze and debug CSG product applications.
- Ensure CSG Support Tool is updated with ticket details.
- Deliver product installations according to internal procedures.
- Assist with reporting on KPIs and team progress.
- Escalate opportunities and issues as per established procedures.
- Perform Application Health Checks and work on performance issues.
- Work in different business hours, including on-call 24/7 shifts, stand-by support, and potential weeknight/weekend/holiday work.
- Occasional travel to customer sites may be required.
What We're Looking For
- Bachelor’s degree in Computer Science, Computer Information Systems, or a related discipline.
- 9-14 years of experience in the software industry and application support.
- Sound knowledge of Billing and Rating.
- Good knowledge of the Telecommunication environment and customer service procedures.
- Experience with CSG products (Encompass/Singleview, CSG Activation/IAT-Interactivate).
- Technical knowledge of Encompass/Singleview, CSG Activation/IAT-Interactivate, Oracle databases & PL/SQL, Shell, Perl, Python, SOAP, REST, Tuxedo, XML.
- Subject matter expertise in operations support, billing systems, provisioning, or other technical areas.
- Customer-facing skills for on-site support.
- Experience in Incident/Problem/Change/Knowledge Management.
- Experience in Automation Frameworks is a plus.
- Experience with CI/CD tools (e.g., Jenkins) is a plus.
- Experience with Kubernetes is a plus.
- Experience with monitoring tools (e.g., ELK, Grafana) is a plus.
- ITIL accreditation is an advantage.
- Ability to work effectively in a team environment.
- Effective communication skills (written and verbal), fluent in English (advanced) and preferably one additional language.
Key skills/competency
Technical Support Analyst Lead, Incident Management, Problem Management, Change Management, Knowledge Management, Billing Systems, Rating Systems, Provisioning, Telecommunications, Customer Support, Application Support, Oracle, PL/SQL, Shell Scripting, Python, SOAP, REST, ITIL, CI/CD, Jenkins, Kubernetes, ELK, Grafana.
Skills & topics
- Technical Support
- Analyst
- Lead
- CSG
- Billing
- Rating
- Provisioning
- Telecommunications
- Incident Management
- Problem Management
- Change Management
- Knowledge Management
- Oracle
- PL/SQL
- Shell Scripting
- Python
- SOAP
- REST
- ITIL
- CI/CD
- Jenkins
- Kubernetes
- ELK
- Grafana
- Software Industry
- Application Support
- Remote
- India
How to get hired
- Tailor your resume: Highlight your 9-14 years of software industry experience, application support skills, and specific CSG product knowledge (Encompass, CSG Activation). Emphasize your expertise in billing, rating, and provisioning.
- Showcase technical expertise: Detail your experience with Oracle databases, PL/SQL, scripting languages (Shell, Perl, Python), API technologies (SOAP, REST), and ITIL frameworks. Mention any experience with CI/CD, Kubernetes, or monitoring tools.
- Demonstrate leadership and communication: Provide examples of managing teams, mentoring junior staff, and handling critical customer issues. Highlight your advanced English communication skills and any additional languages.
- Prepare for technical and behavioral interviews: Be ready to discuss complex troubleshooting scenarios, incident management processes, and how you handle on-call responsibilities and work in a team.
- Research CSG's culture: Understand CSG's guiding principles (Impact, Integrity, Inspiration) and their focus on empowering others and building unforgettable experiences.
Technical preparation
Review CSG product documentation (Singleview, IAT-Interactivate).,Practice advanced SQL and PL/SQL queries.,Prepare for troubleshooting common billing/provisioning issues.,Familiarize with ITIL incident management processes.
Behavioral questions
Describe a critical incident you managed.,How do you mentor junior support analysts?,Explain your approach to complex customer issues.,How do you handle working under pressure?
Frequently asked questions
- What are the key technical skills required for the Technical Support Analyst Lead role at CSG?
- The Technical Support Analyst Lead role at CSG requires strong technical skills including expertise in billing and rating systems, knowledge of telecommunication environments, and experience with CSG products like Encompass (Singleview) and CSG Activation (IAT-Interactivate). Proficiency in Oracle databases, PL/SQL, scripting languages (Shell, Perl, Python), and API technologies (SOAP, REST) is essential. Experience with ITIL processes, CI/CD tools, Kubernetes, and monitoring tools like ELK and Grafana is also highly valued.
- What is the expected work arrangement for this Technical Support Analyst Lead position?
- This Technical Support Analyst Lead position is primarily remote, based in India. However, the role requires flexibility in working hours, including potential work in different business times, on-call 24/7 shifts, stand-by support, and working on weeknights, weekends, and public holidays. Occasional travel to customer sites may also be necessary.
- How many years of experience are typically needed for the Technical Support Analyst Lead role at CSG?
- CSG is looking for candidates with a substantial amount of experience for the Technical Support Analyst Lead position, specifically ranging from 9 to 14 years of work experience in the software industry and application support.
- What educational background is preferred for a Technical Support Analyst Lead at CSG?
- A Bachelor's degree in Computer Science, Computer Information Systems, or a closely related discipline is the preferred educational background for the Technical Support Analyst Lead role at CSG. This provides a strong foundation for the technical demands of the position.
- Can you explain the importance of ITIL accreditation for this role?
- While not strictly mandatory, ITIL accreditation is considered an advantage for the Technical Support Analyst Lead role. ITIL (Information Technology Infrastructure Library) provides a framework for IT service management, and having this accreditation suggests a candidate is familiar with best practices in incident, problem, change, and knowledge management, which are crucial for this position.
- What does 'critical incident triage' mean in the context of this CSG job?
- Critical incident triage for the Technical Support Analyst Lead at CSG involves the initial assessment and prioritization of urgent issues impacting services. It requires quickly identifying the severity of a problem, assigning the appropriate resources for resolution, and ensuring that the most critical issues are addressed first to minimize disruption to customers and business operations.
- Does this Technical Support Analyst Lead role involve customer-facing interactions?
- Yes, this role is highly customer-facing. The Technical Support Analyst Lead is responsible for Level 2 support, directly interacting with customers to troubleshoot and resolve technical issues. Additionally, the role requires customer-facing skills to perform on-site support when necessary, and maintaining high customer satisfaction is a key aspect of the job.