Technical Support Analyst Sr

Technical Support Analyst

We are looking for a Technical Support Analyst who will:

Support & Operations

• Provides Level 2 support to customers, resolving technical issues in live production environments.
• Experience in ticket and queue management.
• Liaises with Level 2 (Operation support), Level 3 (PS), and Level 4 (R&D) teams for issue resolution.
• Drives process improvement to meet SLAs and service expectations.

Work Conditions

• Available for shift work (early mornings, late evenings, nights) and on-call 24/7 support.
• Standby support and occasional work on weeknights, weekends, or public holidays.
• Ad-hoc travel to customer sites may be required.

Is this opportunity right for you? We are looking for candidates who:

Industry Experience

• 6–8 years of work experience in the software industry or related fields.
• Experience in the telecommunications industry is preferred.

Domain Expertise

• Mandatory: IME experience
• Familiarity with international telecommunications regulations and customer agreements.
• Basic knowledge of the telecommunication environment and customer service procedures.

Technical Skills

• Experience with network management and troubleshooting tools.
• Good understanding of complex software system architecture and operations.
• Knowledge of Microsoft Office and 3rd Party Software (e.g. Oracle).
• Principles of SDLC and PMLC.
• UNIX and Shell Scripting.
• Understanding of BI and data warehousing principles.

Soft Skills

• Strong written and verbal communication skills in English.
• Able to grasp new concepts quickly and drive issues to resolution with minimal supervision.
• Works well under pressure and within team environments.
• Demonstrates CSG values with a proactive, can-do attitude.

Education & Certification

• Technical Graduation in Information Technology, Computer Science, or Engineering.
• ITIL accreditation is an advantage.

Our Guiding Principles

Impact

Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect—that's just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.