Technical Support Engineer

Position: Telecom Technical Support Engineer

Location: Rabat, Morocco

Whale Cloud provides next-generation telecommunications networks for

operators around the world. We are committed to providing innovative and

customized products, services, and solutions to create long-term value and potential

growth for our customers.

Job requirements:

* Bachelor's degree in Telecommunication/IT/Computer Science/Engineering/Mathematics discipline or relevant skills
* General understanding of database management systems and operating systems
* Knowledge of Fiber and Copper networks, especially for access networks
* Skilled in SQL/Oracle/Linux
* Ability to interact with diverse customers in a multi-cultural environment
* French/English/Arabic fluent, Chinese is a plus
* Cloud Platform experience will be considered a plus
* Experience as a telecom operator is an advantage

Responsibilities:

* Involved in the delivery of telecommunication software projects throughout the whole lifecycle.
* Assist business analyst in understanding user’s requirements and needs, follow up with R&D team to meet the needs and requirements
* Responsible for performing the User Acceptance Test with team members as required
* Cooperate with external parties and vendors to support integration tests and troubleshooting
* Provide 2nd or 3rd-level technical support and business flow clarification
* Required remote standby for operational and maintenance support, including troubleshooting customer complaints, system health checks, system backup, etc.
* Provide customer training in French, after being trained by an expert in English
* Working with our R&D to solve issues when necessary
* Sustain Customer Relationships (define customer demands and comply with them in product implementation, technical advice, etc.)
* Produce documents and regular reports in French/English