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Lead Support Engineer



Administration, Customer Service
Richardson, TX, USA
Posted on Thursday, May 23, 2024

Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software-based automated network that runs on any cloud. As the industry's only end-to-end, cloud-native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers.

Role Summary

Specializes in providing assistance to field engineers, technicians, and product support in diagnosing, troubleshooting, repairing and debugging complex systems (e.g., electro/mechanical equipment, computer, complex software, or networked and wireless systems).

Key Responsibilities

Support Mavenir’s 5G and 4G packet core products deployed at customer’s network (at customer location or remotely).

  • Support Prod/Lab Site issues and help to provide resolutions.

  • Knowledge transfer to customer staff during integration and commissioning stage.

  • Assistance with testing and problem resolution

  • Assistance for customers to develop procedures for preventive maintenance.

  • Responsible for Network and deployment design in a cloud environment.

  • Provide guidance for overall 5G Core solution delivery and deployment including High Level Design documentation.

  • Update the helm charts, deployment scripts and configuration to suite customer need for the installation of IaaS, CaaS and PaaS to setup the Kubernetes cluster.

  • Involved in testing of protocols used within different microservices of 4G EPC, 5G Core containerized solution.

  • Gather requirements from customers, delegate the requirements internally to the team and drive projects from initial phases to live networks.

  • Reviewing product readiness and associated documentation from R&D, based upon customer requirements and budget assigned to the projects.

  • Provide immediate guidance/resolutions to team to unblock work and enable them to complete the assigned tasks.

  • Reviewing and providing inputs to the acceptance test plans created by team members along with call flow and validation of documentation.

  • Reviewing and providing inputs for documentation as method-of-procedure (MOP) and site readiness documentation from team members.

Job Requirements

US Citizenship is required. Position requires a Masters or Bachelor’s in Computer Science, Electronic Engineering, Telecommunications Engineering, or related field (foreign equivalent acceptable) and 5 years of progressively responsible experience in Telecommunications Engineering or a Master’s in Computer Science, Electronic Engineering, Telecommunications Engineering, or related field (foreign equivalent acceptable) and 2 years of experience in Telecommunications Engineering. The experience that is required must have involved the following (experience may be gained concurrently):

  • 5G Core and 4G EPC Network Architecture Protocols and Call Flows.

  • Spec (ETSI/3GPP) based knowledge on Telecom Messaging call flows and Protocols – SIP, DIAMETER, SS7, SiGTRAN, HTTP2, DNS, gRPC.

  • Experience working with containers( K8s/Docker etc).

  • Troubleshooting Site issues using TRLs, CDRs, CallTrace, and other relevant tools like WireShark, Terminal.

  • Working on any DB application like Mysql, MariaDB, CouchBase DB, NetConf based.

  • Platform/OS: Linux(RHEL, Alpine, VMware, CentOS), Windows


Mavenir is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you are a US applicant in need of special assistance or an accommodation while seeking employment, please e-mail careers@mavenir.com or call: +1-469-916-4393. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

Mavenir is an Equal Employment Opportunity (EEO) employer and welcomes qualified applicants from around the world, regardless of their ethnicity, gender, religion, nationality, age, disability, or other legally protected status.