Software Engineer
Description
About the Role
We are looking for a Software Engineer / Application Support Engineer to support the ACS (Auto Configuration Server) platform, a global cloud-based platform managing approximately 4.5 million devices.
This role focuses on Tier 3 production support, system monitoring, troubleshooting, analytics, and incident resolution, working closely with the client team, distributor, and overseas consultants to maintain platform stability and service continuity.
Key Responsibilities
Monitor the ACS standard platform (Incognito) and related OSS tools.
Monitor service-impact (SI), dashboard alarms, and system performance using partner-provided APIs.
Perform Tier 3 analytics and interpret dashboards to identify incidents and potential system issues.
Troubleshoot and resolve production issues, including service outages and software bugs.
Log support tickets and follow up on incidents through resolution.
Coordinate directly with the True client team to investigate and resolve technical issues.
Conduct Root Cause Analysis (RCA) and gather technical information for vendor escalation.
Support operational improvements and identify solutions to issues affecting system operations.
Perform system release, upgrade, testing, and MOP (Method of Procedure) activities independently at an intermediate level.
Coordinate with the distributor and overseas consultants to resolve technical issues.
Provide 24/7 on-call support for critical incidents and client inquiries, primarily via LINE.
Requirements
Bachelor's degree in Computer Engineering, Computer Science, Telecommunications, IT, or a related field.
Experience in Software Engineering, Application Support, Production Support, or Technical Support.
Experience in the telecommunications industry is required.
Experience with Tier 3 analytics and dashboard monitoring/interpretation.
Practical English communication skills, with the ability to coordinate with overseas distributors and consultants.
Strong production support and troubleshooting skills.
Experience with .NET and MySQL is required.
Strong SQL skills, particularly in modifying and analyzing queries.
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and HTTP/HTTPS.
Willingness to provide 24/7 on-call support.
Nice to Have
Experience with ACS / TR-069 / TR-369 (USP).
Experience with Incognito ACS or similar network management platforms.
Scripting skills.
Experience with Grafana or similar monitoring tools.
Experience with firewall technologies.
SQL query performance analysis.
Experience with system configuration or implementation.
About the System
Incognito ACS – Global Platform (Spain)
Cloud-based platform with a hybrid client environment
TR-069 is the primary protocol, with TR-369/USP as an emerging requirement.
Core responsibility: Router Management
Platform supports approximately 4.5 million devices.
