Technical Support Analyst Lead

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.