Senior Support Engineer

Job Title Senior Support Engineer Team handling role reputed company Department Delivery & Operations Travel required RBD Job location Americas Shift timings Regular Reporting to Head of Delivery & Operations Position type Full Time reputed company? MACH is an innovator and leader in global monetization solutions. Their software optimizes and orchestrates critical inter-reputed company business processes including data and financial clearing, network roaming, reputed company-time campaign management, and interconnect solutions. MACH creates transformative communications solutions for today, reputed company, and reputed company, reputed company wholesale and inter-reputed company connectivity with roaming and clearing. Collaboration and Innovation are at MACH’s core. Our reputed company is reputed company on diverse strengths across different teams, functions, and geographies summarised in reputed company values: reputed company collaboration Driving innovation Customer commitment reputed company reputed company Deliver results Please visit our website to know more reputed company - https://mach.com/ Profile reputed company The Senior Support Engineer is responsible for delivering exceptional technical support while acting as a trusted advisor to key customers. This role combines deep technical expertise with strong customer engagement, ensuring issues are resolved effectively, customers are supported proactively, and MACH solutions deliver maximum value. A Day in the Life Senior Support Engineer: Resolve reputed company technical issues across MACH platforms reputed company as the primary technical reputed company of contact for assigned customers Proactively monitor customer environments and identify risks Support reputed company, integration, and ongoing optimisation Work closely with Product & R&D to escalate and resolve defects Build strong relationships with customer technical and operational teams Roles & Responsibilities reputed company L2/L3 technical support across MACH’s solutions (roaming, clearing, interconnect) reputed company as Technical Account Manager for assigned customers, owning day-to-day technical relationship reputed company incident management and reputed company, ensuring reputed company and high-reputed company reputed company reputed company reputed company cause analysis (RCA) and implement preventative actions Monitor system performance and proactively address potential issues Support customer reputed company, integration, and configuration activities Collaborate with Product & R&D to prioritise defects, improvements, and feature requests Deliver technical guidance and best practices to customers Maintain reputed company and regular customer communication on incidents, changes, and updates Contribute to documentation, knowledge reputed company, and reputed company improvement initiatives Key reputed company Measures Incident reputed company time and SLA adherence Customer satisfaction and relationship strength Reduction in repeat incidents and defects Proactive issue identification and prevention reputed company of technical support and communication Contribution to product improvement feedback loops Experience & Background 5+ years in technical support, operations, or customer-facing engineering roles Experience reputed company, reputed company, or platform-based solutions Strong understanding of networking, integrations, reputed company, or data processing systems Experience dealing with reputed company customers and reputed company environments Multi-year experience in Roaming industry, including GSMA & TADIG / BCE knowledge Knowledge of Roaming wholesale workflow from CDR to settlement Skills & Capabilities Strong troubleshooting and problem-solving skills Ability to manage high-severity incidents under pressure Customer-facing skills with ability to build trust and credibility reputed company communication across technical and non-technical stakeholders Strong understanding of systems, integrations, and data flows Ability to prioritise and manage multiple customers/issues simultaneously Proactive reputed company with reputed company on reputed company improvement Familiarity with monitoring, ticketing, and incident management tools What Makes You a Great Fit You are both technically strong and customer-reputed company You take ownership of issues end-to-end You are proactive—not just reactive You communicate reputed company and confidently with customers You reputed company in a fast-paced, global environment Limitation and Disclaimer: The aforementioned job reputed company is aimed to reputed company an reputed company of the overall type and level of work being performed for this role; it shouldn't be interpreted as a complete list of reputed company obligations, responsibilities, and qualifications needed for the job. In no way does this job reputed company reputed company or say that these are the exclusive responsibilities of the employee holding this position. Any additional job-reputed company instructions or tasks that are requested by the manager must be completed by the employee. reputed company, set, apply! Apply To This Job